Help Desk Support Specialist

This is an On-Site position

Position summary:

The representative will be part of a team responsible for providing IT support at designated Government facilities. This includes service delivery, physical dispatch for break/fix hardware repairs, IT equipment deployment & lifecycle management, peripheral configuration, physical cable management, IT peripheral and hardware asset management, end-user support such as conference room dial-in assistance, and localized troubleshooting that cannot be resolved via remote Service Desk tools.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Provides IT support to CNIC end-users via phone, email, onsite or through tickets submitted through a ticketing tracking system (ITSM).
• Ensure all on-site support actions are fully documented within the Government designated IT Service Management (ITSM) ticketing system.
• Provide physical, on-site Deskside Support at designated Government facilities for IT Incidents and service requests that cannot be resolved remotely by the Enterprise Service Desk.
• Perform Incident Resolution and Break/Fix.
• Execute Move, Add, Change (MAC) requests.
• Create and execute Work Orders.
• Perform asset management and inventory control.
• Perform VIP / Executive Support.
• Perform Lifecycle Management functions (tech refresh).
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Speech Clarity - The ability to speak clearly so others can understand you.

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to  make improvements or take corrective action.

Instructing - Teaching others how to do something.

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance:  A favorable T3 (Formerly NACLC) background investigation required.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.