Desktop Support Specialist

Desktop Support Specialist

Under close supervision performs first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, enterprise applications, system, and network status. May answer simple technical or functional questions and perform minor troubleshooting regarding use and identification of personal computer hardware and software related to network communications. Uses established detailed guidelines and assists higher-level technicians with on-site installations. Provides support to users in helping them navigate/use software applications and troubleshoot/resolve problems. If unable to handle requests, collects and documents necessary information for the appropriate specialist, higher level personnel or tiered support. Follows detailed administrative procedures and processes support requests accurately and in a timely manner. Acquires and maintains knowledge of existing MHS clinical systems and new systems in order to provide accurate assistance. Attends training sessions as required (DoD, Service, MTF, and/or Corporate). Participates in special projects/data calls as required, under close supervision that enhance the quality or efficiency of the Support service.

High school education or equivalent; there is no experience substitution for a High School Diploma; however a G.E.D., other degree equivalency program, or a technical trade school certificate is acceptable.

Experience working in military healthcare environment; good organizational skills; effective communication skills (oral & written); general understanding of how computers connect to networks / servers; knowledge of basic computer concepts, and the Internet. Knowledge of Windows XP, Microsoft Office, and Outlook—able perform basic tasks with these applications such as word processing, sending email, etc. Working knowledge of basic hardware such as printers and scanners, media storage.

Virtual Classroom Training: CHCS Applications, AHLTA System Administration; Technical IA Training: A+ Certification; MTF Specific Training; HIPPA / Privacy Act Training.