Help Desk Technician (Top Secret Required)

• Providing Support for servers, and laptop/desktop/workstation computers.
• Create and escalate Tier 3 tickets for all requests that fall outside the scope of work covered in Tier 1 and Tier 2 support;
• Application Support
• Provide direct desktop support once all information is gathered and telephone consultation proves inadequate to resolve the user's problem;
• Experience performing (3-5 years) service desk-side support activities.
• Provide technical services to operate and maintain OIG OCIO desktops, laptops, tablets, smartphones, printers, and computer peripherals.
• Identify, create, and update standard operating procedures for all Tier 1 and Tier 2 activities
• Creating, updating, and closing out tickets for all support requests coming into the help desk.
• Provide basic telephone support such as connecting telephones, troubleshooting phone port issues, end-user support related to voicemail setup, and requesting phone or sidecar configuration
• Provide guidance and technical support services to all OIG employees and contractors
• Conference room support: Schedule, manage, monitor, and troubleshoot user meeting requests with the OIG meeting solutions. (OIG currently uses WebEx for meetings).
• Image, deploy, troubleshoot, and fix desktop, notebook, Smartphone, and personal digital assistant computers, and any other device families deployed in the future
• Serves as a contact point between users, IT services, and the supported OIG user organization
• All personal computer (PC) coordination, planning, implementation, and support
• Receive all initial customer service requests for all IT services including network services, server services, and support services.
• Resolve customer service requests over the telephone, through desktop consultation with users, or by using remote management software;

Minimum Experience, Education, and Certification

• Knowledge of Federal policies and mandates, the items listed are subject to updates, virtualization, and consolidation.
• Experience maintaining desktop computers, notebooks, tablets, smartphones, computer peripherals, and other similar devices
• Experience with Microsoft Office, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite including Photoshop, and Adobe Acrobat Professional
• 3+ years in a helpdesk environment providing tiered support