ITSC Troubleshooting/Support

• Provide tier-1 and tier-2 IT support for incoming communications from PSNS & IMF users (calls, emails, voicemail, and tickets).
• Helpdesk technician will be the initial customer point of contact to log and resolve end-user problems.
• Provide quality desktop support to end users, including support for hardware, printing, applications, and training in a networked environment with minimum end user interruption.
• Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
• Provide help desk support for troubleshooting workstations, networks, software applications, telephony, printer and other technologies for customers, responding in a timely manner.
• Troubleshoot issues that arise with the desktop environment and develop solutions or workarounds to those issues.
• Identify, troubleshoot, research, support and resolve customer IT issues.
• Escalate issues to appropriate technical personnel when necessary.
• Assure that all support issues are handled quickly, completely and are fully documented.
• Maintain the integrity of the desktop computers through upgrades, support, and new technology
• Maintain accurate records of all support requests.
• Assist with troubleshooting network issues as needed

Processes & Procedures

• Assist in the development/updating of procedures and policies that define acceptable and effective use of the desktop environment.
• Perform end-user and technical training in supported applications
• Assist in the development of desktop security measures that provide automated compliance with Government Client policies.
• Suggest process improvements through the proper chain of command.

Client & Government Interface

• Be the primary interface to the Government Client user community from within the IT organization.
• Respond to all desktop support, deployment, and user education requests in a professional and timely fashion.
• Contractor is not excluded from providing labor in support of other Task Areas as required, if it is deemed to be in the best interests of the Program.
• Must perform other duties as assigned at the discretion of management on a temporary or extended basis

Education

• High School Diploma/GED
• Associate degree in an IT related field is desired

Experience

• A minimum of two (2) years of IT Support/Help Desk experience is desired.
• A minimum of two (2) years of Customer Service experience is desired.
• Minimum two (2) years of experience with all Microsoft Windows operating systems is required.
• A minimum of two (2) years of experience with Microsoft products (MS Office Suite) is required.
• Experience working on the NMCI network is desired

License, Cert or Registration

• CompTIA Certification required: A+, Network +, Security +, or higher.
• Cyber Security Workforce eligibility must be maintained through training/CEU's of 20 hours annually.
• The ability to obtain and maintain Secret security clearance

Special knowledge, skills, & abilities

• Experience using a web-based IT Service Management ticketing system.
• Strong incident and problem management skills including identification and escalation of system issues.
• Experience troubleshooting IT problems and issues identified by customers and implement corrective actions quickly.
• Excellent verbal and written communication skills.
• Ability to work independently as well as collaboratively.
• Strong customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.