Help Desk Technician

Responsibilities Provide polite, professional, and responsive customer service. Provide daily face‑to‑face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians. Provide first‑contact and incident resolution to customers with hardware, software, and application problems. Attempt to resolve as many incidents as possible during first contact or at Tier I. Escalate detailed incidents efficiently to Tier II or Tier III support as required. Provide remote end‑user software troubleshooting and support. Provide follow‑up actions with customers to ensure resolution of incidents or requests. Provide advice and training to end users. May provide desk‑side support to users. Remotely configure and upgrade computer software. Analyze customer needs to determine functional and cross‑functional requirements. Manage the functionality and efficiency of a group of computers running on one or more operating systems. Maintain the integrity and security of systems. Support users with completing requests for deployment of new services, as required. Maintain system documentation. Develop and monitor policies and standards for allocation related to the use of computing resources. Adhere to the principles, methods, and techniques used in network administration and support. Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. Maintain current knowledge of relevant technologies as assigned. Maintain and enhance knowledge of related hardware and software. Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities. Participate in special projects as required. Requirements BA/BS degree - Additional years of experience may be substituted for the degree. 3 years of experience required. 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues. Strong teamwork skills, including the ability to coordinate with many different work centers. Strong and professional customer relationship skills. Attention to detail and ability to adapt to a changing environment. Must meet DoD 8570 requirements and be eligible for IAT Level II access upon hire for positions with elevated privileges. Must possess and maintain active Security+ CE certification. Must complete computing environment training within 2 weeks of hire. Professional certification in one or more specific technologies may be required, depending on job assignment. Must possess and maintain a Secret clearance. This position requires shift work, which could include day, afternoon, or night shifts, as well as weekends and holidays. Work is typically performed at client site locations, requiring proper safety precautions. Work may require some physical effort in handling light materials, boxes, or equipment. #J-18808-Ljbffr Jobtailor