Help Desk Specialist

Maintenance Section Position

This is a Maintenance Section position in support of the Department of State (DOS) Vanguard Contract. The Help Desk Specialist is responsible for providing information and communication technology (ICT) equipment (i.e. digital, radio, telephone, and Wi-Fi) problem remediation support to Overseas Posts. This may include, warranty and out-of-warranty services, working with manufacturers or vendors to remedy reported equipment problems.

Description of Duties:

• Responds to and diagnoses problems through email or discussion with users.
• Provides responsive remediation support to post end users on a variety of issue.
• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution using DOS REMEDY application.
• Provides second-tier support to end users for ICT applications or hardware.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Qualifications:

• High School/GED with five (5) years of experience, or IT related certifications with two (2) years of experience.
• Ability to follow policies and procedures.
• Knowledge of help desk ticketing systems.
• Ability to track and manage equipment through the repair process.
• Knowledge of troubleshooting networking and telecommunication equipment.
• Prior experience dealing with and contacting equipment vendors for repair.
• Ability to multi task in a high paced environment.
• Demonstrates strong work and professional ethics.

Required Clearance:

• US Citizenship.
• Active secret clearance with the ability to obtain a top secret clearance.