IT Customer Support Specialist (Help Desk)

Responsibilities

• Provide technical support to end users for computer, application, system, device, printer, access, and hardware issues.
• Identify, research, and resolve technical problems of moderate complexity.
• Respond to telephone, email, and online ticket requests for technical support.
• Document, track, and monitor problems using applicable systems and tools; coordinate with other teams or departments as needed.
• Perform hardware and software installations, configurations, and updates.
• Conduct Windows imaging and cloning of laptops and computers.
• Apply Microsoft and third-party security patches and updates to Windows 10/11 workstations.
• Provide Video Teleconference (VTC) technical support and assist users with VTC calls.
• Conduct new user check-ins and check-outs.
• Create and modify Microsoft Active Directory user accounts.
• Issue Government-reviewed IT assets to OPTEVFOR personnel and receive returned assets.
• Afford new users with completing check-in forms and accessing required online training.
• Provide monthly status reports detailing task progress and upcoming work plans.

Qualifications

• Minimum of 3 years’ experience with Customer Service Support.
• Experience with configuring and maintaining Windows 10/11 workstations.
• Experience with installing and supporting Microsoft Office 2019 or higher.
• Must meet the applicable DCWF Work Role [411] Foundation Qualifications, Basic which include:
• Education: Associate degree or higher from an accredited college or university.
• Personnel Certification: CompTIA A+, Network+, or Security+

Knowledge, Skills, And Abilities

• Working knowledge of Microsoft Active Directory user account administration.
• Ability to troubleshoot hardware, software, network, and peripheral device issues.
• Strong customer service and communication skills.
• Ability to manage multiple support requests in a fast-paced environment.
• Ability to document issues and resolutions accurately within ticketing systems.
• Knowledge of VTC systems and support procedures.
• Ability to work independently and as part of a team.
• Must have the proper and current cybersecurity qualifications to perform IT privileged administrative functions in accordance with the DoD Cyberspace Workforce Framework (DCWF) and the DoDM 8140, CYBERSPACE WORKFORCE QUALIFICATION AND MANAGEMENT PROGRAM.

Teleworking Details

• Onsite required.

Estimated Salary/Wage

Up to USD $20.60/Hr.