Help Desk Specialist (134173-598)

Description Technical Help Desk environment on government contract in Washington, DC with a high rate of first conact resolution. Responds to high volume of calls in a 3500 user network responding to trouble tickets to resolve user problems, escalates problem to more senioe personnel for resolution if unable to resolve on first contact. Logs calls, problem information and actions into Problem Tracking System, documents results, responds to initiator with solution or status. Response may be verbal or in writing. Assists in help desk reporting functions. Interacts with technical and non technical users and engineers. Performs avariety of clerical and administrative duties pertaining to Help Desk. May maintain technical publications pertaining to hardware and software products and other materials. Assists groups or individuals in locating and obtaining materials. Maintains an audit trail and statiscal records of all problems and confditions reported by client. Provide help desk support for web content. Coordinate and monitor the completion of tasks. Apprises supervisors of progress of tasks, identifies problem areas and recommends solutions.
Location: 441 G street, NW Washington, DC. 2 blocks from Verizon Center (formerly MCi center). Nearest metro stop is Judiciary Square.

 Required Skills

Associates degree in Computer Science or related field plus 2 to 7 years related experience. Must have experience with commonly used ADP equipment, including intelligent terminals, mini computers, micro-processors, communication equipment and large main frame systems.
US citizenship required. Must be able to pass a 10 year Background Check.

 Required Experience

At least 2 tears help desk or desktop support experience in a Windows environment. Good understanding of: Novell 4-6x, Windows 95/98/2000/XP, Office 97/2000, Dialup Networking, strong technical troubleshooting skills. Able to handle multiple tasks to completion and follow up all actions. Superior phone and customer service skills..
Desiravle: CNA &/or MCP, Experience with GroupWise, DOCS/DMS, Help Desk Tracking Systems (Magic, Heat etc), basic network security, h/w and s/w installations and upgrades.