Help Desk Technician
Quick Apply Full-time 2 hours ago Full Job Description The Help Desk Technician will provide troubleshooting support to a 6,000 person user community employing computer systems and networks.
The contractor supports the diagnosis of problems and provides applicable remedies for help desk calls and trouble tickets.
The Help Desk, staffed by government and contractor employees, supports approximately 5,000 calls per month, which result in 4,000 trouble tickets per month.
Of these tickets, the contractor is responsible for approximately 1,000 to 1,300 tickets.
Contractor logs calls and issues, and provides Tier 1 and Tier 2 support to end-users and escalates issues as needed.
The contractor shall present an updated detailed plan for any phase-out period, regardless of precipitating reasons.
The plan shall include procedures for minimizing impact on contract performance.
The Help Desk Technician will have the following areas of responsibility:
Utilization of Management Information Help Desk Tracking System software Remedy of Problem Resolution System (PRS) used in the recording and tracking of network, hardware and software trouble calls, and corrective actions.
Provide around the clock coverage for the MHS network and MHS approved desktop office automation system.
-24 hour coverage.
Holiday inclusive.
Provide support for desktop hardware and software applications and network communications.
Primary means of trouble notifications are via customer call in and proactive network monitoring utilizing the PRS.
Document requests for assistances and support via trouble tickets utilizing the PRS.
Maintain a database of all trouble calls inclusive of date, time, user, location, and corrective action taken.
Respond to and diagnose problems through discussions with users utilizing steps of recognition, research, isolation, and resolution.
Provide troubleshooting techniques with Windows OS, Microsoft Office, and other various standard software packages provided by the Government.
Manage file system allocations among disk media.
Coordinate communications between clients and server hosts.
Alert the proper POC's when potential problems are identified for corrective actions Maintain and adhere to the following standards in the operation of help desk support:
Average Speed of answering calls - 50% < 60 sec.
Percentage of calls answered - 94.
5%.
Average wait time before calls abandoned - < 160 sec.
Average talk time - 8-20 minutes.
Average number of inbound calls per professional (8 hour shift) - 25-30.
The Help Desk Technician will have the following qualification requirements:
Five years of general IT experience; of which at least three must be specialized.
Specialized experience includes:
Help Desk Support.
PC operating systems.
Mainframe operating systems.
Networking and electronic mail.
Proficient use of Remedy Software or other PRS in the recording and tracking of user support, calls, and tickets.
Proficiency providing phone and in-person support to users in the areas of Exchange Mail, Windows, Microsoft, SharePoint and CHCS/AHLTA.
Proficiency managing/creating Windows Exchange mail user accounts.
Proficiency installing, maintaining, and upgrading Government provided application software.
Security
certifications.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
The contractor supports the diagnosis of problems and provides applicable remedies for help desk calls and trouble tickets.
The Help Desk, staffed by government and contractor employees, supports approximately 5,000 calls per month, which result in 4,000 trouble tickets per month.
Of these tickets, the contractor is responsible for approximately 1,000 to 1,300 tickets.
Contractor logs calls and issues, and provides Tier 1 and Tier 2 support to end-users and escalates issues as needed.
The contractor shall present an updated detailed plan for any phase-out period, regardless of precipitating reasons.
The plan shall include procedures for minimizing impact on contract performance.
The Help Desk Technician will have the following areas of responsibility:
Utilization of Management Information Help Desk Tracking System software Remedy of Problem Resolution System (PRS) used in the recording and tracking of network, hardware and software trouble calls, and corrective actions.
Provide around the clock coverage for the MHS network and MHS approved desktop office automation system.
-24 hour coverage.
Holiday inclusive.
Provide support for desktop hardware and software applications and network communications.
Primary means of trouble notifications are via customer call in and proactive network monitoring utilizing the PRS.
Document requests for assistances and support via trouble tickets utilizing the PRS.
Maintain a database of all trouble calls inclusive of date, time, user, location, and corrective action taken.
Respond to and diagnose problems through discussions with users utilizing steps of recognition, research, isolation, and resolution.
Provide troubleshooting techniques with Windows OS, Microsoft Office, and other various standard software packages provided by the Government.
Manage file system allocations among disk media.
Coordinate communications between clients and server hosts.
Alert the proper POC's when potential problems are identified for corrective actions Maintain and adhere to the following standards in the operation of help desk support:
Average Speed of answering calls - 50% < 60 sec.
Percentage of calls answered - 94.
5%.
Average wait time before calls abandoned - < 160 sec.
Average talk time - 8-20 minutes.
Average number of inbound calls per professional (8 hour shift) - 25-30.
The Help Desk Technician will have the following qualification requirements:
Five years of general IT experience; of which at least three must be specialized.
Specialized experience includes:
Help Desk Support.
PC operating systems.
Mainframe operating systems.
Networking and electronic mail.
Proficient use of Remedy Software or other PRS in the recording and tracking of user support, calls, and tickets.
Proficiency providing phone and in-person support to users in the areas of Exchange Mail, Windows, Microsoft, SharePoint and CHCS/AHLTA.
Proficiency managing/creating Windows Exchange mail user accounts.
Proficiency installing, maintaining, and upgrading Government provided application software.
Security
certifications.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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