IT Helpdesk Specialist I SKGS (Swing Shift)
Port Orchard, WA, United States
Provides helpdesk and end-user computing support, both hardware and software, for Government Client during day shift operations (0700 - 1530), swing shift operations (1530 - 0000), or graveyard shift operations (2330 - 1000). Assist end-users to use Information Technologies resources efficiently and effectively by providing them with expert assistance, guidance, and training. ITSC Troubleshooting/Support Provide tier-1 and tier-2 IT support for incoming communications from PSNS & IMF users (calls, emails, voicemail, and tickets). Helpdesk technician will be the initial customer point of contact to log and resolve end-user problems. Provide quality desktop support to end users, including support for hardware, printing, applications, and training in a networked environment with minimum end user interruption. Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support. Provide help desk support for troubleshooting workstations, networks, software applications, telephony, printer and other technologies for customers, responding in a timely manner. Troubleshoot issues that arise with the desktop environment and develop solutions or workarounds to those issues. Identify, troubleshoot, research, support and resolve customer IT issues. Escalate issues to appropriate technical personnel when necessary. Assure that all support issues are handled quickly, completely and are fully documented. Maintain the integrity of the desktop computers through upgrades, support, and new technology Maintain accurate records of all support requests. Assist with troubleshooting network issues as needed Processes & Procedures Assist in the development/updating of procedures and policies that define acceptable and effective use of the desktop environment. Perform end-user and technical training in supported applications Assist in the development of desktop security measures that provide automated compliance with Government Client policies. Suggest process improvements through the proper chain of command. Client & Government Interface Be the primary interface to the Government Client user community from within the IT organization. Respond to all desktop support, deployment, and user education requests in a professional and timely fashion. Contractor is not excluded from providing labor in support of other Task Areas as required, if it is deemed to be in the best interests of the Program. Must perform other duties as assigned at the discretion of management on a temporary or extended basis Education High School Diploma/GED Associate degree in an IT related field is desired Experience A minimum of two (2) years of IT Support/Help Desk experience is desired. A minimum of two (2) years of Customer Service experience is desired. Minimum two (2) years of experience with all Microsoft Windows operating systems is required. A minimum of two (2) years of experience with Microsoft products (MS Office Suite) is required. Experience working on the NMCI network is desired License, Cert or Registration CompTIA Certification required: A+, Network +, Security +, or higher. Cyber Security Workforce eligibility must be maintained through training/CEU's of 20 hours annually. The ability to obtain and maintain Secret security clearance Special knowledge, skills, & abilities Experience using a web-based IT Service Management ticketing system. Strong incident and problem management skills including identification and escalation of system issues. Experience troubleshooting IT problems and issues identified by customers and implement corrective actions quickly. Excellent verbal and written communication skills. Ability to work independen