Help Desk Technician

About This Role

This high-visibility position is responsible for providing Tier 0, Tier I, and eventually higher-tier systems support, incident response, and escalation in support of the US BICES-X Coalition Support Service Desk. The role requires strong attention to detail, adaptability in a changing environment, and professional customer service.

Responsibilities

• Provide polite, professional, and responsive customer service
• Provide daily face-to-face support to U.S. military and civilian personnel, NATO military personnel, NATO Partner Nations, international students, and host nation civilians
• Provide first-contact and incident resolution to customers with hardware, software, and application problems
• Attempt to resolve as many incidents as possible during first contact or at Tier I
• Escalate detailed incidents efficiently to Tier II or Tier III support as required
• Provide remote end-user software troubleshooting and support
• Provide follow-up actions with customers to ensure resolution of incidents or requests
• Provide advice and training to end users
• May provide desk-side support to users
• Remotely configure and upgrade computer software
• Analyze customer needs to determine functional and cross-functional requirements
• Manage the functionality and efficiency of a group of computers running on one or more operating systems
• Maintain the integrity and security of systems
• Support users with completing requests for deployment of new services, as required
• Maintain system documentation
• Develop and monitor policies and standards for allocation related to the use of computing resources
• Adhere to the principles, methods, and techniques used in network administration and support
• Apply comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• Maintain current knowledge of relevant technologies as assigned
• Maintain and enhance knowledge of related hardware and software
• Provide guidance and work leadership to less experienced technicians and may have limited supervisory responsibilities
• Participate in special projects as required

Requirements

• Active Secret or higher security clearance
• BA/BS degree - Additional years of experience may be substituted for the degree
• 3 years of experience required
• 2+ years of experience with common IT infrastructure services, including DNS, DHCP, and troubleshooting connectivity issues
• Strong teamwork skills, including the ability to coordinate with many different work centers
• Strong and professional customer relationship skills