Senior Help Desk Technician II

About This Role

Provide Level 1 & 2 Help Desk (PC Assist) support services to end users, including senior management and attorneys, for the Executive Office for the United States Attorneys (EOUSA). This role involves troubleshooting, account management, software/hardware support, and training.

Responsibilities

• Provide Level 1 & 2 Help Desk (PC Assist) support services to end users including senior management, attorneys, and staff
• Administer and support Backup/Restoration and File Server operations
• Manage User Accounts and Mailbox administration
• Perform Software and Hardware installations
• Install, troubleshoot, and support Handheld devices
• Set up, support, and troubleshoot Remote Users
• Provide end-user training and desk-side support for standard desktop applications and research database applications
• Create and update procedural documentation, spreadsheets, and databases for tracking purposes
• Record and update all IT-related tickets using ITIL guidelines and create Incident work-log entries
• Accurately answer user support questions for software and hardware in the EOUSA office environment
• Maintain Account Management forms for new and departed users per Government policy and procedures
• Produce proactive reports, trending analysis, service level reporting, process consultation, and application of ITIL best practices
• Conduct and maintain accountable IT inventories using spreadsheets (laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies)
• Set up and support conference and training rooms, including audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interface
• Utilize online meeting applications like Adobe Connect to support hardware set-up, operation of audio mixing boards, and facilitate/monitor/record online meeting sessions
• Submit weekly status reports and monthly surveys

Requirements

• One year or more Adobe Connect or related online meeting center set-up experience

Qualifications

• 1+ year Adobe Connect or related online meeting center set-up experience

Nice to Have

• ITIL Foundations certification
• Change Management experience
• Active DOD clearance of Level 6 Public Trust or above

Skills

* Required skills

Benefits