Help Desk Spec 1 - IntelliBridge LLC : Job Details

Help Desk Specialist 1

Location: Washington, DC

Position Type: Full-Time

IntelliBridge is seeking a Help Desk Specialist 1 to join our outstanding team in Washington, DC.

Position Responsibilities:

• 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.
• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems, COTS, and/or custom applications.
• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Performs basic account management such as resetting passwords, unlocking accounts, and modifying user groups.
• Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.
• Performs preventive maintenance.
• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

Position Requirements:

• One (1) year experience in customer/user service, either in person, over the phone, or both.
• One (1) year experience with Microsoft Windows client or server operating systems.
• One (1) year experience with commercial office automation software.
• One (1) year experience in diagnosing and resolving PC and printer problems.
• Knowledge of client systems in a network environment, including the basic operation of network switches and cabling.

Desired Skills:

• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.

Education and/or Certifications:

• CompTIA A+, CompTIA Network+ certifications are preferred.

Clearance Requirements:

• Must be able to achieve and maintain a Public Trust.