What are the responsibilities and job description for the Helpdesk Technician position at GovCIO?
Company Overview
GovCIO is a team of transformers-people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.
But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?
Responsibilities
Resolves technical problems and answers queries by telephone or e-mail in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing guidelines and prescribed solutions. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
1. Responsible for investigating and identifying computer hardware and software related problems.
2. Effectively communicates step-by-step solutions to end-users
3. May need to communicate with software and hardware specialists for solutions
4. Records solutions into database for other Help Desk professionals.
5. Redirects issues to appropriate resource if necessary
6. Must be knowledgeable of current technological issues and advancements.
7. Provides on-call support by identifying, researching, and resolving technical problems received via telephone calls, emails, and/or personnel requests.
8. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
9. Recommends systems modifications to reduce user problems.
10. Performs routine system maintenance and analysis functions, including hardware configurations and adding, removing, and replacing equipment components.
11. Installs operating system patches, upgrades, restores, back-ups, etc.
12. May be trained to perform Critical Incident Response, Account Management or Problem Management duties.
Other responsibilities:
- Provide on-site support for deployment and security remediation functions
- Gather analyze, and report end-user support trends
- Provide desktop, application, and network application incident resolution
- Asset Inventory Support
- Provide remote support services for contract telework/home users
- Support pre/post application releases
- Desktop & Network support
Qualifications
Required Skills and Experience
- Associate's with 5 - 8 years (or commensurate experience)
- Secret Clearance, with ability to obtain TS/SCI
- Security w/ce certification
- Comptia Network or Comptia A certification
Preferred Skills and Experience
