Technical and Management Resources, Inc.

  • Help Desk Specialist

    Job Locations US-DC-Washington
    Posted Date 1 month ago(3/9/2019 10:21 AM)
    Job ID
    Security Clearance
    Public Trust
  • Overview

    TMR, Inc. seeks a Help Desk Specialist located in Washington DC. This candidate will need to have Tier 1 Help Desk Level 1 support experience.


    • Manage end user accounts, disk space quotas and access control (OS, database, middleware, file systems, disk space etc.)  
    • Provide incident resolution and close incidents and service requests including those escalated to third parties and IT Security Division.
    • Create and maintain the service requests thru ticketing systems.
    • Deploy new HW/SW requirement per service request.
    • Update Asset Management records for End-Users with OA/BRD(Business Resource Division)
    • Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
    • Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.


    For IT Service Desk Support:

    • Over three years of General experience and more than one year of specialized Information Technology (IT) experience in capacities such as IT Technician, Desk-Side Support Technician, and Junior Technician.
    • Experienced with desktop configuration, MS Office, and Mobile device support.
    • Experienced troubleshooting and configuring PCs, peripherals, and performing account management with Active Directory.
    • Proficient with ticket management and escalation using Helpdesk database systems.
    • Experienced with multiple operating systems, LAN/WAN, as well as procedural documentation.


    For GMS Service Desk Support:

    • More than three years of Information Technology (IT) experience serving in capacities such as Customer Service Representative and Business Support Representative.
    • Experienced in MS Office support, account management, as well as remote client assistance.
    • Proficient with ticket management and escalation using Helpdesk database systems.
    • Experienced with system analysis and problem escalation.
    • More than two years of experience in call center support and customer service.


    Desired Skills:

    • Experience with HEAT Ticketing System.
    • Experience with Blackberry administration. 
    • Experience imaging laptops and desktops.
    • Knowledge of Citrix Access Management Console 

    Required Skills:

    • 1-5 years in an Help Desk environment.
    • Possess Public Trust Clearance or must be able to obtain Public Trust.

    Technical and Management Resources, Inc. is an Equal Opportunity Employer and does not discriminate with regard to race, color, religion, sex, age, national origin, disability, or Vietnam veteran status. This policy affirms TMR’s commitment to the principles of fair employment and the elimination of discriminatory practices. We encourage all employees to take advantage of opportunities for promotion as they occur.


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