Service Desk Administrator/Help Desk Specialist - DOJ EOIR End User Support

Responsibilities

• Monitor and answer service desk calls and emails to assist customers requiring technical support
• Handle calls, emails, and tickets assigned prior to escalating to other teams or leadership
• Add detailed work notes to all assigned tickets until resolved or escalated to another team
• Provide status updates when requested
• Move, setup, and/or install IT hardware for customers
• Troubleshoot and repair/resolve various issues/requests for peripheral devices
• Install, troubleshoot and resolve software issues/requests and provide desk-side end user support when necessary
• Update and document inventory changes when necessary
• Complete other duties as assigned

Qualifications

• Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
• A minimum of 1 year of professional experience in Information Technology or a directly related field, preferred
• Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person
• Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
• Experience working with a trouble ticket management system
• Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
• Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment
• Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks' Paid Time Off