DMEA - Helpdesk Support Services

Provide Technical Support: Respond to incoming requests for technical support via phone, email, or help desk ticketing system. Offer guidance on troubleshooting, issue resolution, and technical assistance.
Issue Diagnosis and Resolution: Diagnose and resolve issues related to hardware, software, operating systems, network connectivity, and VPN. Utilize problem-solving skills to identify root causes and offer solutions.
Maintain Ticketing System: Log, categorize, and track all technical support requests in ServiceNow ticketing system. Ensure timely resolution and escalate more complex issues to senior IT staff as necessary.
Workstation Imaging: Perform workstation (laptop and desktop) imaging of Windows operating system using PXE boot and similar type method and installation all configurations, firmware, drivers, and updates.
General DISA STIGs, CKLS, and Remediation Experience: Utilizing tools like eSTIG to run DISA STIG checklists (CKLs) to verify security configurations. Remediate STID findings by applying security patches, modifying system configurations, and/or disabling vulnerability services.
User Assistance: Assist users in understanding and utilizing software applications, operating systems, backup workstation (OneDrive) and other IT tools. Provide step-by-step guidance for troubleshooting, installations, and configurations.
Hardware Support: Set up, configure, and troubleshoot hardware such as desktops, laptops, printers, peripheral devices, and smart card pin reset.
Software Support: Perform manual installation of approved software, software patches, and security updates to the client workstations when required.
Documentation: Maintain detailed records of support requests and resolutions to assist with future troubleshooting. Contribute to creating and updating knowledge base articles to support common technical issues.
Collaborate with IT Team: Work closely with other IT team members to ensure that larger technical issues are escalated and resolved efficiently. Participate in the installation and configuration of software/hardware and other IT projects.
Training and User Education: Offer training and advice to end users on software applications, hardware, and best practices to prevent recurring issues.
Technical Knowledge: Strong understanding of computer systems, hardware, software, and networks. Proficiency in Windows operating systems and common software applications (e.g., Microsoft Office Suite especially MS Teams, Exchange, SharePoint and OneDrive).
Problem-Solving: Ability to troubleshoot and resolve technical issues with a logical approach.
Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Customer Service: Strong customer service mindset and ability to remain calm and helpful under pressure. Rotational on call 24/7 phone coverage support.
Time Management: Ability to manage multiple support requests simultaneously and prioritize effectively.
Asset Management: Work with government IT counterpart to ensure IT consumables such as printer ink and toner are replenished when low in stock. Must be well organized and may be responsible to maintain asset management records and/or create asset management records.