Technical and Management Resources, Inc.

  • Senior Help Desk Technician

    Job Locations US-VA-Fort Lee
    Posted Date 2 weeks ago(6/5/2018 5:46 PM)
    Job ID
  • Overview

    Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software. Primary responsibility will be deploying Windows 10 operation systems as part of the deployment team.


    • Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
    • Installs, configures, and upgrades computer hardware and software.
    • Provides end-user software troubleshooting and support.
    • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
    • Provides troubleshooting and support.
    • Assists in the administration of e-mail systems.
    • Provides phone and help-desk support for local and off-site users.
    • Maintains current knowledge of relevant technologies as assigned. 
    • Participates in special projects as required.
    • Travel - 75%
    • Responds to and diagnoses problems through using established procedures ensuring all actions taken are documented in the assigned ticket.
    • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up step.
    • Provides support to end users on a variety of issues.
    • Identifies, researches, and resolves technical problems.
    • Resolves all tickets assigned and works them IAW the Agency's ticket handling process.
    • Documents, tracks, and monitors the problem to ensure a timely resolution.
    • Provides second-tier support to end users for all approved applications on the Agency's desktop.
    • Interact with network services, datacenter or business applications groups to restore service and/or identify and correct core problem.
    • Simulates or recreates user problems to resolve operating difficulties.
    • Recommends systems modifications to reduce user problems.
    • Creates knowledge base articles for use by IT professionals and customer base.


    Minimum Requirements

    - 5-7 years of experience as a Help Desk Technician

    - Active Security+ CE certification


    Company Description

    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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