Full-Time Help Desk Support
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Job Description
Position: Help Desk Support
Job Purpose: Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solution.
Job Duties Include: The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Provide first line support for any technical issues and problems.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to requests for technical assistance in person, via phone, electronically.
- Support development and updates to Standard Operating Procedures
- Write training manuals and stay current with system information, changes and updates
- Effectively and politely communicate with customers and understand their issues.
- Triage issues, and understand and route issues to the correct resources, track requests and document resolutions
- Walk customers through troubleshooting procedures as well as train computer users
- Install, modify, and repair computer hardware, software, and peripherals Run diagnostic applications to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Follow up with customers to ensure issue has been resolved
- Gain feedback from customers about computer usage
- Flexible hours to help cover support to other offices
- On call for emergencies
- Travel may be required
Skills/Qualifications: Organizational and planning skills, excellent communication, customer service and problem solving skills, Problem analysis, attention to detail and accuracy, solid judgment and decision-making ability, takes initiative and is adaptable and customer service oriented.
Military Installation Access and Security Clearance: This position resides on a military installation. Must be able to qualify for and obtain a base access pass (successful pass of background check) and currently hold or able to obtain a security clearance.
Education and Experience: This position requires at least three years’ experience providing help desk support. Working knowledge of fundamental operations of relevant software, hardware, and other equipment. A minimum of an A+ certificate is required for consideration.
Experience in call tracking applications and customer service practices. Related experience and training in troubleshooting and providing help desk support. Bachelor’s degree preferred. Experience in or work for the U.S. military is also highly desirable.
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