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Knowledge and Skills
User Account Management
Troubleshoot Workstations
Install Hardware and Software
Configure workstation Operating Systems
Update Workstations with Up-to-Date Configurations and Security Regulations
Configure and troubleshoot Workstation Peripherals
Handle Service Desk requests by Telephone, Heat Ticketing System or Walk-In
Track Ticket Status from Start to Resolution
Communicate Ticket Issues to User and Service Desk Supervisor
Assist with Creation of:
o Knowledge Base Articles and Checklists
o Service Level Agreements (SLAs)
o Standard Operating Procedures (SOPs)
o End-User Training
Required Qualifications:
Some Experience with Heat Ticketing System
One year or more of IT Help Desk or Service Desk Experience
Qualifications:
Public Trust preferred
Experience with Windows Operating System Deployment
Able to Commute and Work on-site in DC
Monday - Friday Dayshift
Must Pass Background Check and Drug Screen
