Help Desk Specialist

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 providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities:

• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components
• Follows established procedures to image and configure Windows workstations
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems
• Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications
• Maintains records of contacts and system problem/resolution logs for trends analysis
• Installs boards, peripheral devices, new PCs and servers, etc. including making any necessary network connections
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Performs preventive maintenance
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures

• Attention to details
• Ability to document in the help desk application and other tools all changes related to assets being tracked

Professional Certification(s):

N/A

Formal Education:

High School or equivalent

Years of Professional Experience:

• One (1) year of experience:
  • Providing technical support on an enterprise environment with over 100 users
  • Supporting Microsoft Windows client operative system
  • Diagnosing and resolving PC and printer problems
  • Imaging and configuring workstations

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

Professional Certification(s):

A+, Microsoft Certified Professional (MCP), or similar

Formal Education:

Technical or college degree

Years of Professional Experience:

1+ years

• Microsoft Active Directory management tools
• Imaging tools (SCCM, Ghost, MS MDT, etc.)

• Ability to carry heavy objects, up to 50 lbs