Tier I Help Desk Analyst| :: Tier I Help Desk Analyst - 883171 |  |
Provide trouble call resolution
Input trouble calls into ticket tracking system (Numura)
Responsibilities
Provide Tier I level IT support
Provide trouble call resolution
Input trouble calls into ticket tracking system (Numura)
Resolve trouble calls; in person, over phone and through email
Use remote tools such as remote desktop to analyze and resolve trouble issues
Provide follow-up service to end-users to ensure that service provided by the Technical Support Center has addressed their needs in a timely and efficient manner.
In depth knowledge of the following operating systems, software, and systems: Microsoft Office Suite 2003 and later, Adobe Professional, Public Key Infrastructure (PKI), printers, scanners, laptops, desktop computers, and desktop encryption software (Winmagic, and Credent)
Resets passwords
Account Setup
Configuration of hardware and software
Installs Microsoft Windows Patches and updates
Load computer with government furnished system images
Familiarity with blackberry support
Assist with the set up of Video Teleconferencing sessions, training classrooms, and other conference room requests.
Perform computer re-images, assist users with data back and restore, and installation of software applications.
Assist with the installation of software and security updates to client systems.
Assist with the installation and troubleshooting of printers, scanners, desktop, and laptop computers.
Assist customers with encryption and data recovery procedures.
Assist in the research, evaluation, testing, selection, procurement, implementation and maintenance of new software/hardware/systems.
Document customer and software configurations and develop and/or update standard operating procedures and training materials.
Good oral and written communication skills
Requirements
Required IAT Level I certification – Per DoDD 8570.1
Required Secret Clearance
2 years experience required
Provide weekly, monthly and escort reports to include task, completed, project status and summary reports.
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