*Position Title:* Help Desk Technician I
*Security Clearance (Must Have): *Secret
*Certifications (Must Have):* A+ or Network+ (or equivalent DOD Directive 8570.
1 IAT I) or Sec+.
*Position Description:*
The Helpdesk Technician I requires considerable knowledge of computer operations, networking, and software applications that are being used within the networking system.
They support the OTC mission by:
* Acting as the primary customer support point of contact for software and hardware problem resolution, providing telephone support and responding to user's email and web requests
* Troubleshooting user's problems, determining probable source of malfunctions
* Accurately entering user data and problem descriptions into online system, resolving problems via remote control software, or verbal instruction, or routing problems to next level support
* Coordinating problem resolution with users and other support staff as necessary, following up to ensure that customers are satisfied with the resolution
* Completing software installations as required via Change Order taskings
* Configuring government issued iPhones, as required, via Change Order taskings, and providing government issued iPhone support
* Creating CAC cards via in-office RAPIDS station and resetting CAC PINs for users, as needed
* Providing testing and evaluation of new or updated software applications, as required
*Perform other duties as required, which may include:*
* Accomplishing assigned tasks in closely related fields
* Responding to changes in work schedules
* Participating in formal, on-the-job, and cross-training
*Required Education and Experience:*
High School/GED AND ≥ 1 year of customer support experience, OR
Associates in directly related field AND ≥ 1 year of customer support experience, OR
Bachelors in non-directly related field AND ≥ 1 year of customer support experience, OR
Bachelors in directly related field AND ≥ 1 year of customer support experience
Relevant education/experience must be in an IT discipline related to the assigned program area (e.
g.
, Network Engineering, Network Management, Computer Science, Information Systems, Computer or Software Engineering, Management Information Systems, Computer Forensics/Security, etc.
).
Relevant experience required in deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers; configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.
*Other Requirements*
* Able to work under the supervision of senior technicians
* Exceptional written and oral communication skills
* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
* Strong documentation skills
· Proficiency with Microsoft Office (Outlook, Excel, Word and PowerPoint)
· Proficiency with web browsers
Job Type: Full-time
Pay: $30,000.
00 - $40,000.
00 per year
Schedule:
* 8 hour shift
Experience:
* Help desk: 1 year (Required)
* Windows: 1 year (Required)
Security clearance:
* Secret (Required)
Work Location: In person
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