Help Desk Specialist

Help Desk Specialist II

U.S. Fish & Wildlife Service – Supporting the FWS Office of Law Enforcement Branch

Worksite: Ashland, OR

Salary: 60K

Mindbank Consulting Group has an immediate need for a Help Desk Specialist II.

Help Desk Specialist II Responsibilities:

· Provide Tier 1 and 2 helpdesk support; maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc.

· Provide on-site customer support and training.

· Assist customers with and resolve routine application questions over the telephone.

· Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff.

· Respond to all requests for assistance and determine the appropriate actions to resolve problems within agreed upon time frames in a timely and courteous manner.

· Log and report each service request and problem report. Familiarity with the use of trouble ticketing system (Footprints, Remedy, etc.).

· Close out trouble calls within time frames (specified in the performance requirements summary).

· Run basic SQL Server-based data reports requested by the Government (internal and external FOIA).

· Assist customers with all versions of Microsoft Office Suite.

· Provide customer desktop support using remote tools (Microsoft Remote Desktop, Bomgar).

· Track and log annual user compliance.

· Test software upgrades provided by the Government, provide user upgrade plan, schedule upgrades with users and conduct upgrades.

· Notify government of any unresolved user problems, outstanding trouble calls or other areas of concern.

· Assist customers with software installation.

· Use Microsoft tools to resolve Active Directory account issues (creation, password reset, group administration).

· Prepare new systems using existing imaging procedures and processes.