Role Overview: FTC supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for supporting 3,000 user bases via telephone, Email, and remote tools or deskside support.

Responsibilities:

 The Help Desk Specialist Department provides all aspects of end-user and workstation support. This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity, and performance, as well as user account management. This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as tape backups and patch installations.

Duties:

• Provides technical and end-user support for commercial PC operating systems and COTS and/or custom applications
• Assists with implementing new commercial software and other technology deployments and upgrades
• Troubleshoots, diagnoses, and resolves PC software/configuration problems, referring more complex issues to senior personnel
• As required, installs, tests, and configures software and/or monitors system/server performance
• Assists in instructing and training new staff
• Assists with implementing new commercial software and performs mid-level support tasks
• Troubleshoots, diagnoses, and resolves PC software/configuration problems with minimal guidance on complex issues
• Installs, tests, and configures software and/or monitors system/server performance, if required
• Assists in evaluating and/or installing information center diagnostic tools, if required
• Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting

• Attention to details
• Ability to work with in a team environment or independently
• Ability to document in the help desk application and other tools

Professional Certification(s):

N/A

Formal Education:

High School, Technical or college degree

Years of Professional Experience:

• One (1) year of experience configuring and installing network switches
• One (1) year of experience monitoring system/server operation/performance if required.
• One (1) year of experience using remote access/diagnostics software such as Microsoft SCCM
• Two (2) years of experience working with Microsoft Windows client or server operating systems in a network environment
• Two (2) years of experience in network operations and support
• Two (2) years of experience in diagnosing and resolving PC, server, and printer problems
• Three (3) years of experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone

• Experience in working with vendors for warranty, asset replacements, and repairs
• Hardware repair experience

Professional Certification(s):

A , Microsoft Certified Professional (MCP), Windows 10 or similar

Formal Education:

High School, Technical or college degree

Years of Professional Experience:

2 – 3 years

• Three (3) years’ experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone
• Three (3) years’ experience with Microsoft Windows client or server operating systems
• Three (3) years’ experience in network operations and support. At least one (1) of these years must have been spent supporting a LAN with a minimum of 500 nodes
• Two (2) years’ experience in diagnosing and resolving PC, server, and printer hardware problems
• Two (2) years’ experience configuring and installing network switches
• One (1) year of experience using remote access/diagnostics software such as Microsoft SMS/SCCM
• Experience leading help desk support teams
• Able to pass and hold a government security clearance

Ability to carry heavy objects, up to 50 lbs