Help Desk Technician

Service Desk TechnicianPosition: Service Desk Technician Location: Peachtree City, GA Client: DODEA Clearance: Secret or higher Certification: CompTIA Sec+ Duties and responsibilities: Desktop troubleshooting, installing software and hardware. Support the current Windows operating system as implemented; support Mac; support IOS and Android mobile devices; troubleshoot network and standalone printer issues. Resolve routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Provide technical assistance and solutions to customers as well as other IT staff or contractors. Collect specific and detailed information from reference sources, software utilities, or customers. Perform basic troubleshooting of networks, web pages, workstations, computers, and mobile devices under direction of more senior IT staff. Resolve tickets within SLA timeframes. Utilize approved remote support tools to provide remote customer support Utilize the Help Desk ticketing system to document all work, progress, and resolutions. Supply continual status updates within the Remedy ticket worklogs, follow-up with customers to ensure customer satisfaction before closing each ticket, and ensure tickets are closed promptly when issues are resolved. Supplement its existing processes if necessary, utilizing Remedy help desk ticket system to collect, manage, estimate, prioritize, release, and close out work activities associated with performance of work under this task order. When the service provider receives inbound requests, they shall document all required customer and description information in the ticket system. Work on all tickets based on established priority level assigned.