Helpdesk Technician I

Position Title: Helpdesk Technician I

Security Clearance (Required): Secret

Certifications (Required): Security+, A+ or Network+ (or equivalent DOD Directive 8570.1 IAT I).

Position Description:

The Helpdesk Technician I requires considerable knowledge of computer operations, networking, and software applications that are being used within the networking system.  They support the OTC mission by:

• Acting as the primary customer support point of contact for software and hardware problem resolution, providing telephone support and responding to user’s email and web requests
• Troubleshooting user’s problems, determining probable source of malfunctions
• Accurately entering user data and problem descriptions into online system, resolving problems via remote control software, or verbal instruction, or routing problems to next level support
• Coordinating problem resolution with users and other support staff as necessary, following up to ensure that customers are satisfied with the resolution
• Completing software installations as required via Change Order taskings
• Configuring government issued iPhones, as required, via Change Order taskings, and providing government issued iPhone support
• Creating CAC cards via in-office RAPIDS station and resetting CAC PINs for users, as needed
• Providing testing and evaluation of new or updated software applications, as required
• Perform other duties as required, which may include:
• Accomplishing assigned tasks in closely related fields
• Responding to changes in work schedules
• Participating in formal, on-the-job, and cross-training

Required Education and Experience:

Relevant education/experience must be in an IT discipline related to the assigned program area (e.g., Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems, Computer Forensics/Security, etc.).

Relevant experience required in deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers; configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.

Other Requirements

• Able to work under the supervision of senior technicians
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Proficiency with Microsoft Office (Outlook, Excel, Word and PowerPoint)
• Proficiency with web browsers