IT Helpdesk Specialist - Atlanta, United States - Bowhead

Bowhead Atlanta, United States

2 weeks ago

Description

Overview

IT Helpdesk Specialist (

HHSIT :
Bowhead seeks an IT Helpdesk Specialist to provide support via the IT Help Desk to FDA employees across six (6) regions in the

United States:
Mid-Atlantic, Northeast, Southeast, Southwest, Central, and Pacific.

They will be providing the full range of technical support, project management, and call center management services necessary to manage and maintain a multi-tier IT helpdesk call center to support Intel-based systems running Microsoft Windows XP, Windows 7, Apple OS X/iOS, mobile technologies and any future upgrades to these operating systems or hardware products for FDA office locations worldwide.

Responsibilities

Job duties include but are not limited to:

Install, connect, configure, upgrade, troubleshoot, diagnose, and repair hardware and software for desktops, laptops, mobile devices (e.g., blackberries), and peripherals (e.g., printers, scanners, etc) to include imaging/reimaging PC or Macs using an FDA supplied image for Break/Fix issues and loaner laptops.

Break/Fix includes not only user generated tickets, but also tickets generated by other processes (i.e unsuccessful patches, software installs for less than 50 users etc.).

Hardware upgrades include adding memory, storage devices, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes operating systems, application software, utility software, and FDA procured/developed standard system software.
Diagnose and resolve routine hardware and software issues
Provide incident and problem management for all issues reported to the Help Desk by creating, updating, and managing requests
Ensure proper closeout of tickets once resolution has been confirmed
Qualifications

AA or AS required, Bachelors Degree in Computer Science or Information Technology preferred.
2+ years of experience as IT Help Desk Specialist
CompTIA A+ Certification a plus
Target salary is $71,500 commensurate with experience

Physical Demands:
Must be able to lift up to 15 to 25 pounds
Must be able to stand and walk for prolonged amounts of time
Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS:
Must currently hold a security clearance at the Public Trust level. US Citizenship is a requirement for Public Trust clearance at this location.

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