Service Desk Support

Job Description

Installs, changes, and repairs moderately complex problems of personal computer hardware and software systems and provides technical assistance and training to system users. Answers inquiries concerning systems operation; diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct problems based on knowledge of system operation.

• Provides support to end users on a variety of issues.


• Identifies, researches, and resolves technical problems.


• Responds to telephone calls, email, and personnel requests for technical support.


• Documents, tracks, and monitors the problem to ensure a timely resolution.


• Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.


• Serves as the first point of contact for troubleshooting hardware/software PC and printer problems.


• Collaborates with team members to resolve information technology issues and implement process improvements.


• Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software.

Minimum Qualifications

• with an Associate's degree.


• 5 years of experience


• Candidates must have a current Top Secret clearance

Other Job Specific Skills

• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.


• Knowledge of assigned hardware and/or software products required.


• Requires working knowledge of personal computers and peripherals.


• Stays up to date technically and applies new knowledge to job.


• Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes.


• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.


• Actively looks for ways to help people in the most efficient manner.


• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


• Understands the implications of new information for both current and future problem-solving and decision-making.

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