Help Desk Technician

Help Desk Technician

Location: Albany, NY 12207 Schedule: Full-time, onsite Monday-Friday Salary: $85,000–$95,000, commensurate with experience

KMRG, LLC (KMRG) is a federal services company that hires talented professionals to support Government agencies and the communities they serve. We are hiring a Help Desk Technician to join our team and provide primarily onsite support to the U.S. Attorney's Office for the Northern District of New York (USAO NDNY) in Albany, NY. In this role, you will help maintain the office's daily information technology operations by troubleshooting technical issues, supporting end users, configuring equipment, maintaining hardware and software, and assisting with network and mobile-device support. This position is a strong fit for someone who is technically skilled, customer-focused, and comfortable explaining technology to users with different levels of experience. You will play an important behind-the-scenes role in keeping critical systems, equipment, and office operations running smoothly.

Responsibilities

• Provide responsive technical support through in-person, telephone, email, and electronic ticketing channels
• Diagnose and resolve customer-reported hardware, software, account, and connectivity issues
• Communicate clearly and professionally with end users throughout the troubleshooting process
• Reset user passwords and assist with routine account-access issues
• Provide technical guidance and assistance with commonly used applications and equipment
• Orient new users to standard hardware, software, and office technology
• Escalate complex or recurring technical issues to the System Manager or appropriate IT personnel
• Identify trends and patterns in reported incidents and recommend potential solutions

• Install, configure, upgrade, troubleshoot, and maintain computer hardware and software
• Provide support for desktop computers, laptops, mobile phones, tablets, printers, copiers, and scanners
• Maintain video teleconferencing equipment, desk phones, headsets, and related office technology
• Apply routine software updates, security patches, and program maintenance
• Configure and maintain Windows-based workstations and related operating systems
• Troubleshoot Microsoft Office applications, including Word, Excel, PowerPoint, Access, Teams, and SharePoint
• Manage Adobe applications and other approved software tools
• Assist users with Apple iOS devices and mobile technology, as needed

• Assist with configuring, installing, troubleshooting, and maintaining network systems
• Support network standards, protocols, capabilities, and applications
• Assist with hubs, routers, switches, bridges, servers, and related network hardware
• Help diagnose network-connectivity and equipment-performance issues
• Coordinate with the System Manager and IT Specialists when resolving systems-related problems
• Follow established technical, cybersecurity, and agency operating procedures

• Set up, relocate, reconnect, and test computers and related IT equipment
• Coordinate with the property-management team regarding Government-furnished equipment
• Track and communicate changes involving equipment assignments and user locations
• Maintain equipment inventory, accountability, and asset-management records
• Handle the proper disposal of electronic media and technology equipment
• Perform routine Personal Identity Verification card maintenance

• Archive and dispose of electronic records in response to authorized customer requests
• Protect confidential, Privacy Act-protected, and sensitive Department of Justice information
• Ensure Government information remains within authorized systems, networks, equipment, and facilities
• Follow Department of Justice cybersecurity, records-management, privacy, and security requirements
• Report suspected security or privacy incidents through established procedures
• Complete required ethics, cybersecurity, privacy, and records-management training
• Perform related information technology duties within the scope of the position

Required Background

• Minimum of three years of professional experience providing general IT support
• Experience demonstrating qualifications and work history relevant to the IT duties described for this position
• Experience and expertise performing the required information technology support services
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, Access, Teams, and SharePoint
• Proficiency using Adobe applications
• High-level working knowledge of Windows operating systems
• Strong attention to detail and customer-service skills
• Strong oral and written communication skills
• Demonstrated problem-solving ability
• Ability to comply with rigorous agency policies, procedures, and operational protocols

Education

• Bachelor's degree in information technology or a related field required

Location

• 445 Broadway, Room 218, Albany, NY 12207

Travel

• Travel within the Northern District of New York or occasionally outside the district may be required
• Official travel must receive prior Government approval
• Local travel within 50 miles of the assigned work location may be required

Work Hours

• Full-time, Monday-Friday
• Some schedule flexibility may be required based on office needs
• Limited overtime may be required with prior authorization

Telework

• Telework is not authorized

Clearance

• Must be a U.S. Citizen
• Must be able to obtain favorable adjudication for the required background investigation
• Must receive Government authorization before beginning work

Client

• Department of Justice (DOJ)

Employment Classification

• Employment Classification Eligibility — Exempt

****************** KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law. Other Considerations. Applicants will be subject to a background investigation. Individual's primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.