Help Desk Specialist 2

Favor Techconsulting, Llc (Ftc) - Suitland, MD

Full-time - Entry Level

Suitland, MD

Professional, Scientific, and Technical Services

About the position

Tria Federal is seeking a Help Desk Specialist to provide IT support services to the Department of Labor, Bureau of Labor Statistics. This role involves diagnosing and resolving technical issues for a client base of 3,000 users, ensuring high-quality service delivery and client satisfaction. The position requires a proactive approach to problem-solving and a commitment to maintaining operational efficiency in a team-oriented environment.

Responsibilities

• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.
• Follows established procedures to image and configure Windows workstations.
• Inventories user equipment/accessories, sends/receives replacement computers/parts, and updates the database to reflect the status and resolution of any user problems.
• Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN.
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Performs preventive maintenance.
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Performs basic account management such as resetting passwords, unlocking accounts, and modifying user groups.
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status.

Requirements

• At least 1 year of experience providing technical support in an enterprise environment with over 100 users.
• Experience supporting Microsoft Windows client operating systems.
• Experience diagnosing and resolving PC and printer problems.
• Ability to obtain and maintain a Public Trust Clearance.
• Attention to detail and ability to document in the help desk application and other tools.
• Excellent customer service skills.

Nice-to-haves

• Prior Federal agency experience is a plus.
• Prior Service Desk experience.
• Professional Certifications: HDI; ITIL; MCP, A+.
• Technical or college degree.