Help Desk Tier I Specialist - Washington, United States - RightDirection Technology Solutions
Description
:RDTS is seeking a cleared Tier I Help Desk Specialist to support the U.S. Dept of State in Washington, D.C. This role shall support the help desk within the Human Resources bureau on the Global Talent Management (GTM) program. It is full-time, standard work week and hours, and hybrid (one week a month onsite in D.C.).
Requirements:
GTM Help Desk Specialist - Dept of State
The Help Desk Specialist shall provide full-service, Tier I help desk support including:
- Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Log all request into the Government tracking system (Service Now).
- Add new users to the network and specifies their directory structures and system access, password resets, troubleshoots. network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections.
- Troubleshoot mobile device access issues (iOS and Android).
- Escalate problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
- Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts.
- Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
- Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
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