Help Desk Specialist 2 job – EIS – Washington, DC

Overview:
The Bureau of Labor Statistics (BLS) of the U.S. Department of Labor is the principal Federal agency responsible for measuring labor market activity, working conditions, and price changes in the economy. Their mission is to collect, analyze, and disseminate essential economic information to support public and private decision–making. As an independent statistical agency, BLS serves its diverse user communities by providing products and services that are objective, timely, accurate, and relevant.

Enterprise Information Services, Inc. (EIS) in partnership with our prime contractor, Trowbridge & Trowbridge will be providing the full spectrum of Information Technology services to support the BLS mission. Our contract includes helpdesk, end-user services, systems administration, network administration, systems engineering, storage management and IT security.

Responsibilities:
The Help Desk Specialist Department provides all aspects of end-user and workstation support. This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity and performance, as well as user account management. This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as tape backups and patch installations.

Duties:
Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in person, over the phone, or both.

Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.

As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.

Maintains records of contacts and system problem/resolution logs for trends analysis.

Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.

Diagnoses causes of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.

Performs preventive maintenance.

Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.

Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.

Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.

Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.

Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.

Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

Provides technical and end-user support for commercial PC operating systems and COTS and/or custom applications.

Assists with implementing new commercial software and other technology deployments and upgrades.

Troubleshoots, diagnoses, and resolves PC software/configuration problems, referring more complex issues to senior personnel.

As required, installs, tests, and configures software and/or monitors system/server performance.

Assists in instructing and training new staff.

Qualifications:
Must be able to work the following schedule: Monday-Friday, 9:30AM-6:00PM

US Citizen able to pass a Government Background Check

Must have experience working in and Enterprise environment dealing with multiple Servers

Two (2) years’ experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone

Two (2) years’ experience working with Microsoft Windows client or server operating systems in a network environment

Two (2) years’ experience in network operations and support

Two (2) years’ experience in diagnosing and resolving PC, server, and printer problems

One (1) year experience configuring and installing network switches

Knowledge of remote access/diagnostics software such as Microsoft SMS/SCCM.

Full-time Hourly: $21.18 per hour, plus full benefits

EIS is an Equal Opportunity Employer/M/F/V/Disabled.

About secureteam

secureteam
A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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