HELP DESK SUPPORT SPEC I Job in Morningside, Maryland US
HELP DESK SUPPORT SPEC I
Help Desk Support Spec I (Job Number:301498) Description: Health Solution Business Unit currently has an opening for a Desk Top Support I. JOB DESCRIPTION: Under close supervision performs first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, enterprise applications, system, and network status. May answer simple technical or functional questions and perform minor troubleshooting regarding use and identification of personal computer hardware and software related to network communications. Uses established detailed guidelines and assists higher level technicians with on-site installations. Provides support to users in helping them navigate/use software applications and troubleshoot/resolve problems. If unable to handle requests, collects and documents necessary information for the appropriate specialist, higher level personnel or tiered support. Follows detailed administrative procedures and processes support requests accurately and in a timely manner. Acquires and maintains knowledge of existing MHS clinical systems and new systems in order to provide accurate assistance. Attends training sessions as required (DoD, Service, MTF, and/or Corporate). Participates in special projects/data calls as required, under close supervision, that enhance the quality or efficiency of the Support service. Interacts daily with supervisor, peer groups, and customers. Interaction normally involves exchange or presentation of factual information. SCOPE: Entry-level position responsible for reseaching and resolving issues related to IT Support (i.e., PC/Workstation/EUD issues, application issues,and other anomalies that may develop)to ensure end user satisfaction. Performs prdetermined work assignments with detailed instructions. Follows established guidelines, procedures and policies Qualifications: TYPICAL EDUCATION AND EXPERIENCE: High school education or equivalent and 2 + years of related experience or technical training. Should include 6 months customer service or help desk support. DESIRE SKILLS: A+ Certification within 6 months of hire; Experience working in military healthcare environment; Good organizational skills; Effective communication skills (oral written); General understanding of how computers connect to networks / servers; Knowledge of basic computer concepts, and the Internet; Knowledge of Windows XP, Microsoft Office, and Outlookable perform basic tasks with these applications such as word processing, sending email, etc.; Working knowledge of basic hardware such as printers and scanners, media storage. SAIC Overview: