Tier 1 Help Desk Technician

 THE HIGH LEVEL

Tier 1 Help Desk Technicians provide hybrid (primarily onsite) systems support to users for support tickets that come in from the general public not internal US Government (EEOC) personnel. 

WHAT YOU’LL BE DOING

• Provide support for directly-assigned or escalated Helpdesk support to include: review and validate that the problem requires escalation to Portal team, begin troubleshooting of the reported problem, and determine if the problem is one-of-a-kind in nature or is potentially system-wide
• Classify and provide analysis of the problem as it relates to prior tickets or previous trouble tickets
• Refer tickets not resolved within SOP time parameters, with an escalation to Tier 3 or other EEOC organization.
• Recommend whether on-site government assistance is needed, based on a Priority 1 problem ticket or work order affecting remote users or locations to the Help Desk Manager
• Provide advanced and complex technical support for all base-level applications.
• Perform setup and de-installation of computers; this includes special requests for EEOC control unit room setup and de-install, conference room support, etc.
• Coordination of end-user loaner program for PC’s, laptops, and peripherals (i.e. portable printers, projectors, keyboard, mouse, etc.) using Service Now as an asset tracking tool
• Maintain EEOC Operating System (Windows 10) and provide testing, troubleshooting, documentation and consultation to ensure applications follow EEOC compliant guidelines
• Provide operating system updates, upgrades as required; Assist with full planning, application testing, configuration, administration, and deployments
• Writing and testing install scripts, troubleshooting problems with configuration settings, test and integration of applications
• Work with security operations to conduct desktop virus scan and remediate infected system
• Conduct desktop data recovery and backup

WHAT YOU BRING TO THE TABLE

• HS + 4- 6 years of IT /helpdesk support experience. Experience can be substituted with education
• Strong customer service skills for dealing with the general public
• Experience troubleshooting computer hardware/software, mobile devices, operating systems, and networking related technologies is required 
• Sound knowledge of MS Office (Outlook, Word, PowerPoint, Excel), Exchange, Active Directory, and mobile devices 
• Strong written and verbal communication skills with attention to detail 
• Ability to obtain Position of Public Trust (US Citizenship required) 
• Candidates should possess accredited IT certifications such as CompTIA A+, Network+, Microsoft MD 100, and/or ITIL (or willing to obtain within 90 days of hire) 

TRAVEL REQUIREMENTS

• This position does not require any travel

WHY YOU’LL LOVE IT

Iron Bow has a long standing history with EEOC and a close-knit relationship within the team and with the government customer. They have demonstrated a high degree of loyalty and commitment to our personnel. You have the opportunity to help people facing some of the most difficult situations which EEOC has to handle.

#LI-EC1

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