Technical and Management Resources, Inc.

Help Desk Technician

Job Locations US-VA-Fort Lee
Posted Date 3 months ago(3/9/2020 4:45 PM)
Job ID
2020-2719
Security Clearance
None
Type
Full-Time

Overview

TMR, Inc. seeks a Help Desk Technician to provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Primary responsibility will be provide help desk support to users.

Responsibilities

  • 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.
  • Participates in special projects as required.
  • 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.
  • Recommends systems modifications to reduce user problems.
  • Creates knowledge base articles for use by IT professionals and customer base.

Qualifications

  • 2 years of experience as a Help Desk Technician.
  • Must have an Active Security+ CE certification for consideration.
  • Must have an active Secret security clearance.

 

 

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