Help Desk Administrator III Job in Albuquerque 87101, New Mexico US
CHENEGA FEDERAL SYSTEMS, LLC
Requisition Title: Help Desk Administrator III
Company Job Title: Desktop Support Specialist IV
Chenega Job Title: Technician IV, Help Desk
Clearance: Public Trust
Location: Albuquerque, NM
Reports To: Program Manager
FLSA Status: Non-Exempt (Full Time, Service Contract Award)
Prepared Date: March 21, 2012
Approved Date: March 21, 2012
Executive Order 13495, The Non-Displacement of Qualified Workers Under Service Contracts provides first right of refusal to incumbents on contracts. If the position is accepted by the incumbent on the job, other application/resume of non-incumbents will not be reviewed.
Summary: Provides desktop support to system users to include installing, modifying and making minor repairs to personal computer hardware and software systems.
Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
- Respond in a timely manner to customer trouble tickets; common trouble tickets include, but are not limited to resetting email passwords, adding user to network printer; assist user in mapping to a shared network drive, install failed hard drive, image spare hard drives, configure Citrix applications, assist user in logging onto domain account.
- Install computers for new employees and train new user on email system.
- Maintain a high level of customer service by accepting and resolving complaints, managing customer follow up and contacts, and providing proactive updates to customers.
- Will be responsible for tasking Tier I help desk technicians
- Will be responsible for coordinating work schedules to ensure that coverage is met
- Move computers as part of inter/interoffice moves as required or requested.
- Assist users in replacing plotter/printer ink and toner cartridges.
- Assist users in setting up LCD projectors as needed or requested for office presentations.
- Provide support for network hardware, such as switches and hubs.
- Assign network (TCP/IP) addresses to servers.
- Connect network cables and manage USB devices to servers.
· Other duties may be assigned to meet business needs.
Supervision: There will be some supervisory responsibilities with this position.
Education and/or Experience:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Associates degree and at least 3 years of experience, or high school diploma, military/technical school accreditation, and/or on the job training and at least 4 years of experience related to the Essential Duties and Responsibilities listed above. Strong customer service and team skills proven customer interaction and customer support experience
Other Computer Skills: Strong technical knowledge of current network hardware, protocols and standards and strong technical knowledge of telecommunications, networks and PC operating systems. Experience with ticketing systems, such as HP Service Center, and/or Remedy preferred. Knowledge of LAN/WAN hardware and software. Must be proficient in the use of Microsoft Office applications, especially Outlook, Microsoft Word, Excel and Access.
Certificates, Licenses, Registrations: Prefer A+, Security+ or Network+
Clearance: Must have the ability to pass a background investigation (Public Trust).
Competencies - To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Planning/Organizing - Prioritize and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Skills - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.
During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.
Chenega Corporation is an EOE. AA/M/F/D/V. Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program.
Essential Duties and Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
• Respond in a timely manner to customer trouble tickets; common trouble tickets include, but are not limited to resetting email passwords, adding user to network printer; assist user in mapping to a shared network drive, install failed hard drive, image spare hard drives, configure Citrix applications, assist user in logging onto domain account.
• Install computers for new employees and train new user on email system.
• Maintain a high level of customer service by accepting and resolving complaints, managing customer follow up and contacts, and providing proactive updates to customers.
• Will be responsible for tasking Tier I help desk technicians
• Will be responsible for coordinating work schedules to ensure that coverage is met
• Move computers as part of inter/interoffice moves as required or requested.
• Assist users in replacing plotter/printer ink and toner cartridges.
• Assist users in setting up LCD projectors as needed or requested for office presentations.
• Provide support for network hardware, such as switches and hubs.
• Assign network (TCP/IP) addresses to servers.
• Connect network cables and manage USB devices to servers.
• Other duties may be assigned to meet business needs.
