What are the responsibilities and job description for the Helpdesk Software Technician position at Corps Solutions?
The Helpdesk Software Technician reports to and receives work direction derivatives from the Site Lead. The Helpdesk Software Technician will perform the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Required Knowledge, Skills and Abilities
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee and manage the day-to-day Unit Diary/Help Desk activities at College of Distance Education and Training (CDET).
- Provide tier I level troubleshooting for student issues relating to IT Management Software.
- Provide tier I level and tier II level troubleshooting for student issues relating to MarineNet and distance education program coursework in the Learning Support System and MarineNet systems.
- Verify and submit corrective action for approved course completion bonus/reserve retirement point issues are completed via the Unit Diary.
- Ensure diary feedback reports are worked and certified.
- Submit, track, and work on student related issues using the system for trouble ticket submission.
- Create, update, and track integrity violations to include Integrity Command notifications to inform Commands of an Integrity incident.
- Create problem investigations for trending ecosystem course issues.
- Create change requests to document proposed fixes for any problem investigation.
- Create risk assessment questions in the system to weigh risk level of MarineNet course issue.
- Update or create assignment scripts in the system for tickets to provide helpdesk personnel answers to commonly asked questions.
- Properly path each assignment script to the correct section for use in the IT management system.
- Create Knowledge articles in the IT management system for frequent issues that require steps for resolution and update turnover as needed.
- Reset passwords as needed in the IT management system.
- Create and manage accounts in the IT management system.
- After creating the account, assign the account to the correct support -group and correct permissions in the IT management system.
- Create incident templates for any CDET section for frequently used templates.
- Create decision trees to aid in the creation of an incident ticket.
- Add or remove email notifications to support groups of newly assigned incidents as needed.
- Update the broadcast system of new alerts as needed.
- Create remedy ticket reports on all help desk personnel to verify levels of activity/re-work of each help desk operator.
- A minimum of six years of experience and a BA/BS is required, MA/MS degree preferred.
- Previous experience with IT troubleshooting.
Required Knowledge, Skills and Abilities
- Strong communications and presentation skills.
- Have a working knowledge of the Marine Corps.
- Able to read, write, and communicate effectively in English.
- Strong analytical and problem-solving skills.
- Excellent organizational, planning and prioritization skills.
- Proficient in computer applications such as Windows and MS Office.
- Expected to perform independently and exercise good judgment.
- Required to sit for extended periods of time and maintain focus.
- Qualification as an authorized company driver is required.
- All authorized company drivers must have a valid driver’s license, current automobile insurance, and a driving record that is acceptable to the company’s auto insurance provider.
- Ability to obtain or have a security clearance.
- 15-25% travel expected.
- Position expected to begin on or about 1 Jul 2021.
Helpdesk Technician
Cayuse Shared Services -
Andrews, MD
IT Helpdesk Technician
FVCBANK -
Fairfax, VA
Helpdesk Technician IV
Central Office -
Alexandria, VA
