Empower AI

Compensation

Full Description

Job Description: • Performs a variety of clerical and administrative duties pertinent to Help Desk • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity • Document all issues and generate incident tickets, detailing common issues or error trends. • Provides personal computer support, problem analysis, and hardware/software installation and configuration • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback • Responsible for scheduling and coordinating all training activities • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. • Monitors team productivity and quality; provides individual feedback • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox • Maintains and verifies daily statistics; generates daily statistical reports • Maintains an audit trail and statistical records of all problems and conditions reported by the client • Escalate issues to vendor and third-party entities, as necessary and directed by the Government. Requirements: • Public Trust Clearance by start date. • ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire. • Applies fundamental concepts, processes, practices, and procedures on technical assignments. • Performs work that requires practical experience and training. • Work is performed under supervision. • Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. • May provide assistance concerning the use of computer hardware and software, including printing and installations. • Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. • Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours. • Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks. Benefits: • Not mentioned