Help Desk Technician
Provides Level 1 Help Desk support services to approximately 500 end users consisting of senior management, attorneys, support staffs and contractors and associated systems located within the Washington, DC metropolitan area, including the DEA Sterling Park Data Center located in Sterling Park, Virginia. Hours of service shall be from 7:00AM through 6:00PM (Eastern Time), Monday through Friday (excluding Federal holidays). Planning for staffing levels shall assume a base 40-hour work week for all personnel assigned. All staff shall possess a Computer Technology Industry Association (Comp TIA) A+ certification. Must be U.S. Citizen.
Provides operational and technical support of meetings, including onsite and virtual video conferences using Polycom VTC systems, Webex, Microsoft Teams, and Skype for Business. Respond to daily request, break fix and meeting support tickets via ticketing system. Also responsible for video/audio conference scheduling, hosting, and managing virtual meeting, escalating to appropriate teams for support when necessary. The Technician will provide metrics on each supported conference when requested.
Assists end users via telephone, e-mail, and in person with a wide range of questions, problems and requests relating to desktop software, hardware and peripherals, network issues, application changes and upgrades, application deployment and training. Research, resolve, and respond to inquiries received via online chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards. Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users.
Assist with activities to triage and escalate any system or network outage to reduce downtime. Strong verbal skills, proven ability to communicate with technical and non-technical staff, ability to work both independently, and within a team environment. Display a commitment to quality and strong multi-tasking skills and adherence to shift schedules and timeliness are key requirements. Support for non-standard applications may be required from time to time on a “best effort” basis, as determined by the Government Task Lead/TPOC. User assistance requests shall be received and resolved at Level 1 Help Desk. All requests for assistance shall be answered within 60 seconds by a living person during the service hours. Provide deskside assistance, if requested or required, within 30 minutes of initial trouble call to investigate and resolve problem. All tickets shall receive the caller’s acknowledgment that the problem has been resolved prior to being closed. Case by case exceptions to this requirement may be granted by the Government Task Lead/TPOC. User assistance requests which cannot be resolved shall be escalated to a Government Subject Matter Expert (Level 2 Support) for further guidance.
Duties shall include configuration, installation and/or replacement of PC hardware to include memory, sound cards, CD/DVD drives, removable hard drives, network interface cards and video cards. Installation and/or configuration of PC software to include images, upgrades/patches for Microsoft operating systems and products, upgrades/patches for any software application utilized in the user community. Installation and/or configuration of peripheral computer equipment to include printers (standalone and networked), scanners, VoIP phones and PDA docking stations. Relocation of workstations, printers, scanners, and other supported equipment may be required from time to time (e.g., when a user’s workspace is relocated). This may include moving equipment between floors or to other office locations. The weight of any one piece shall not exceed 75 pounds. Personnel to participate in localized PC deployment, which occurs every four years performing tasks as directed by IT Manager. Provide backup support for the Government IT Staff. This function includes performing duties common to an IT systems administrator:
- Backup/Restore Administration/Support
- File Server Support
- User Account/Mailbox Administration
- Administration of Active Directory users, computers, roles, and permissions
- Software/Hardware Installation
- Handheld Device Installation/Troubleshooting/Support
- Printer Installation/Maintenance/Support
- Remote User Setup/Support/Troubleshooting
- End User Training.
- Manage department’s learning management system to assign training profiles for user community
- Create Procedural Documents
- Create Spreadsheet/Database for tracking purposes
- Monitor and remedy IT assets for software updates, compliance, license expirations, depreciation, and more
- Assist with deployment, verification, and completion of Technical, Application and Security bulletins
- Provide support for enterprise IT equipment refresh deployments
- Install approved non-standard software, applications and configure for use. Knowledge and experience in the use of multi-factor authentication apps such as Microsoft Authenticator, RSA SecurID, and OKTA.
- In house and remote customer support to aid with adhoc and scheduled conferencing support.
- Provide onsite and remote assistance and coordination of both internal and external meetings including video conferencing calls setup, configuration, and host responsibility for each meeting
- Provide technical support for web/audio collaboration tools
- Accurately document instances of hardware failure, repair, installation, upgrade, and equipment removal in ticketing system
- Maintain accurate and current inventory of all multimedia equipment and spare parts support
- Act as the first point of escalation/contact to the help desk staff to provide technical guidance, immediate onsite/remote support and help resolve multimedia related issues.
- Work with teams, and/or individual staff, involving the integration of multimedia technology into the online and onsite conference room environment
- Create and deliver training and related documentation for technical and non-technical end users on best practice use, set up, and configuration of online conferences
- Collaborate with other help desk technicians to help cross train to ensure back up support resources when competing onsite support requirements is required at multiple locations.
- Develop and maintain Standard Operating Procedure documentation for online conferencing support function.
- Knowledge of SharePoint environment administrative and operational support functions
Additional Tasks Include:
- Provide a Government-approved Customer Satisfaction Survey to the caller upon closing each call. The Task Lead may grant exceptions to this requirement in writing.
- Record and update all required information for all trouble tickets, as defined by established procedures or as required by system-generated fields, which shall be subject to change overtime. These requirements may vary for each support application or system. Ticket work log entries shall also be required as a journal of all assistance provided, referrals, ticket updates, required follow-up, pertinent dialog, required or installed parts, actions taken, specific instructions, etc.
- Accurately answer support questions posed by users of software and hardware in the office environment.
- Maintain Account Management forms for new and departed users per Government policy and procedures.
- Conduct and maintain accountable IT inventories such as laptops, desktops, smartphones, tablet PCs, printers, MFPs accessories, IT supplies, etc. using spreadsheets.
- Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording, and computer/video interface.
- Knowledge, use and technical support of online meeting applications, such as Microsoft Teams and WebEx, to include, supporting hardware set up of microphones and webcams, set up and operation for audio mixing boards and facilitate, monitor, and record online meeting sessions.
- Support of “USAPod” Initiative, which requires maintaining 96 laptops with current USAO Image for distribution on an as needed basis requested by District Offices. The requirement is to always keep 16 laptops ready by placing devices online to receive updates to the Image. This includes all security and software updates delineated by Application, Security and Technical Bulletins. Each machine shall be inventoried and checked for operability on a weekly basis. Prior to deployment, each laptop image shall be captured using DeepFreeze. This will allow for instant return of laptop to prior image once equipment is received back from the District. Once laptops are deployed, the helpdesk is to track delivery and return of equipment. Upon return, each laptop is to be connected to the network, Deepfreeze image reinstated to return image to pre-deployment state, allow for new updates to be pushed to each computer, and preparing for the next deployment as needed.
- Provide desk-side training for new employees and staff. Training shall consist of basic instruction on how to access and use standard desktop applications (e.g., e-mail, Adobe, Microsoft Office) and how to access research database applications (e.g., Legal research applications – Westlaw, Lexis), USANet intranet and the Internet.
- Requests for training shall be recorded as tickets and entered the government’s proprietary ticketing database.
- Training shall be conducted on a set day of the week and shall include the review of a standard list of subjects, as directed or agreed to, by the Government TPOC.
- Desk-side training is expected to be not more than two users at a time.
- Individual basic or remedial desk-side training may be required from time to time and shall be provided within two business days of the request. Requests for group training on software applications shall be coordinated with the Government IT Staff and requestor.
- Setup and testing of hardware, software and/or images shall be completed at least 24 hours prior to any supported training class.
- Develop and update standardized orientation manuals, training materials, and beginner to intermediate level user manuals and user reference guides for core COTS products used by the user community. This shall include providing appropriate updates to these materials as version changes occur. On a monthly basis, analyze software support calls by application and shall recommend, for Government approval, remedial or supplemental training for the user community.
- Develop, submit for approval, and operate in accordance with, a call escalation plan that assures appropriate notification and involvement of management and technical support personnel. At a minimum, the escalation plan shall include the following requirements and information:
- The plan shall establish time thresholds, by ticketing system “Severity Code”, at which escalation(s) must occur for unresolved issues.
- The plan shall describe the steps to be followed at each time threshold throughout the lifecycle of an open trouble ticket.
- The plan shall include an escalation POC list of pertinent Contractor personnel (provided by the Contractor) and pertinent Government personnel (provided by the Government). These shall include the full name, position/title, and direct contact information for everyone listed.
- The plan shall require that support calls involving mission critical components (i.e., those that directly affect network performance or otherwise prevent users from completing work) be brought to the immediate attention of the TPOC.
- The plan shall require that for all support calls, which remain unresolved following the initial resolution attempts, a follow-up notification shall be provided to the caller within 24 hours of receipt and shall include the status of the issue and planned course of action.
- The plan shall require that for all calls requiring more than 24 hours to resolve, the caller shall be sent an email message, which includes call status, planned course of action, and an estimated date of completion. Further follow-up with the caller shall occur on the estimated date of completion. This excludes tickets that are pending actions, which are the sole responsibility of the System Manager or other Government-level personnel.
- Participate in weekly project status briefings and other leadership presentations
- Must be U.S Citizen
- Located in the DC, Maryland, Northern Virginia region
- Shall possess a Comp TIA A+ certification
Educational Requirement: Bachelor’s in computer science, business, or other relevant discipline. Six (6) years of relevant work experience may be substituted for degree requirement.
- Please send a resume and any questions you have to Marianna Marshall by clicking the button below.