Helpdesk 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 supporting 3,000 user base. Via telephone, Email, remote tools supporting, this will also include walk and 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:

• 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
• Implements new commercial software and performs high-level support task
• Troubleshoots, diagnoses, and resolves complex PC software/configuration problem
• Evaluates and installs information center diagnostic tools, if required
• Uses remote access/diagnostics software as required to identify and isolate problem
• Trains new staff and users in use of software and hardware
• Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting
• As required, handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in-person, over the phone, or both
• Diagnoses causes of PC, server, and printer hardware problems and failures; and repairs, replaces, and adjusts faulty PC, server, and printer hardware components
• Installs boards, peripheral devices, new PCs, servers (both Linux and Windows servers), and printers
• Moves, reinstalls and configures PCs, servers (both Linux and Windows servers), printers, and other devices while making any necessary network connections
• Works with higher-level staff on system hardware and software problems, cable plant expansions, and cable plant documentation
• Organizes, installs and maintains server cabinets and network racks (this includes network cabling, power, and KVMs)
• Organizes, installs and maintains cabling for cable plants and data centers (this includes network cabling, power, and KVMs)
• Documents and labels Data Center’s server cabinets, network racks, and cabling
• Prepares and provides directions/overviews of equipment setup procedures to other staff
• Leads projects such as operating system and application upgrades

• 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 using remote access/diagnostics software such as Microsoft SCCM
• Two (2) years of experience in diagnosing and resolving PC, server, and printer hardware problems
• Two (2) years of experience configuring and installing network switches
• Three (3) year of experience leading help desk support teams
• 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
• Three (3) years of experience with Microsoft Windows client or server operating systems
• Three (3) years of 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

• 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

Able to pass and hold a government security clearance

• Ability to carry heavy objects, up to 50 lbs