Job Title	Location
Help Desk Technician

 

Scope	The Help Desk Technician is responsible to perform remote management of the CIS (Fwd) client’s computer work stations and telephones throughout the Embassy Annex, and ensure the workstations are properly installed, secured and maintained using the network management tools as well as system management tools deployed at the Help Desk.
Responsibilities	The candidate will be involved in customer support activities and must have the capability to: • Troubleshoot several different types of connectivity setup, email, and various Internet related issues to determine the source of the problem and resolve it • Perform troubleshooting over the telephone or in person • Perform first line diagnostics on customer work stations and phones and elevate the problem to other departments, if appropriate • Create and install software images on new PCs and install software programs • Log, track and close tickets and calls with the Alerts and/or Remedy Systems • Ensure rapid problem notification for VIP clients (O-6 and above) • Interview users to collect information about problem and lead users through diagnostic procedures to determine the source of problems • Create / delete client accounts and add computers to the MS domain • Train users on software and hardware use • Other duties as assigned
Required Qualifications	• Secret clearance • Associates technical degree or equivalent experience • Minimum of three years Help Desk /Desktop Support experience • Excellent customer service skills and demeanor, both on the phone and in-person • Ability to maintain a professional and courteous manner in difficult situations • Advanced knowledge of Windows XP and Microsoft Office • Advanced technical troubleshooting experience • Demonstrated self-starter and ability to independently resolve problems • Ability to perform effectively in a fast paced environment • Ability to maintain high quality work and manage multiple critical projects • Ability to perform effectively in a team oriented environment • Ability to communicate effectively with a diverse group of customers • Meet overseas medical deployment qualifications • MCDST (Microsoft Certified Desktop Support Technician) Certification or A+
Desired Qualifications	• Experience in the use of Altiris software • Experience in the use of Remedy trouble ticket software

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