Help Desk

Required Experience: **

• BA/BS + 3 years of experience, or:
• Relevant Industry Certification + 4 years of experience, or:
• HS + 7 years of experience.
• Perform the first call resolution of Service Desk calls. Support requirements include, but are not limited to:
• Remedy usage and expertise for Service Desk Support
• Secure Remote Access
• Password Issuance and Control System (PICS)
• SecureDoc Laptop Encryption
• Lync Remote Desktop
• Cisco VPN Client
• Blackberry and iPhone Administration
• Escalation of calls to Tier 2 and Tier 3 support, as required
• Transfer of Tier 3 calls for FPS specific systems and applications to the appropriate helpdesk

Day-to-day: **

• Answer telephone calls, e-mail requests, and web requests for:
• Hardware service

• Software service

• Network service

• Video Teleconferencing (VTC) service

• Voice Communications services

• Conference Bridge Services

• General Inquiries

• Blackberry/iPhone Service

• File/print server support

• Create tickets for each request and attempt to resolve using authorized technical capabilities.

If unable to resolve, escalate and reassign tickets to the appropriate support queue.

• Monitor progress of tickets, communicate the status of the tickets to users via email

and/or phone, and indicate the communication in the tickets.

• Coordinate all user requests for problem resolution and hardware maintenance.
• Interface with Tier 2 and Tier 3 level support groups:

o FPS MegaCenters

o Tier 3 applications located at Data Centers

o All Applications Service Desks

o All Service Desks

o Network engineers

• Monitor service requests to identify trends that would point to significant network outages and communicate them to the Government in real time.
• Manage customer service and performance against Government-approved thresholds.
• User Profiles – Update and create profiles in the Remedy System
• Utilize processes, procedures, and automation to allow the best possible cost effective approach

Job Type: Contract

Salary: $28.00 /hour

Required education:

• Bachelor’s

Required experience:

• IT Help Desk: 3 years