Duties: Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. 

Requirements  Experience: 

Must have a minimum of three (3) years of work experience in a federal government environment providing help desk hardware and software support Bachelor of Computer Science, Information Systems or related field preferred. Five (5) years of equivalent work experience in-lieu of education will be considered. 

Your skills and experience could be mission critical for our team supporting the Federal Government and commercial clients in their missions to improve responsiveness to their customers. As a member of our diverse team, you’ll gain valuable career-enhancing experience.