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Jr. Help Desk Specialist in McLean, VA at SNI Technology

Date Posted: 8/28/2018

Job Snapshot

Job Description

Top Things Needed:

  • Diagnoses hardware, software, and operator problems
  • Responds to user requests for assistance by phone, email, and web
  • 2+ Experience Ideal
  • US Citizen / Green card
  • Degree Preferred

Our direct client is seeking a Junior Help Desk Specialist to handle basic help desk responsibilities. Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. Responds to user requests for assistance by phone, email, and web. Configures software such as help desk ticketing system. Writes and maintains help desk standard operating procedures and policies in program wiki or knowledge base system.

Our direct client is seeking a Jr. Help Desk Specialist to join our team in Washington, D.C!

Functional Responsibilities/Duties: Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes. Responds to user requests for assistance by phone, email, and web. Configures software such as help desk ticketing system. Writes and maintains help desk standard operating procedures and policies in program wiki or knowledge base system.

Provides technical assistance and training to system users. Provides technical and administrative direction for personnel performing technical assistance and system testing. Applies application specific knowledge to ongoing issue resolution and system enhancement planning. Provides oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation. Assists in the assessment of operational problems and provides feedback related to issue remediation. Organizes and prioritizes all escalated activities inclusive of testing, execution of system upgrades, improvements, and bug fixes. Reviews and contributes to test plans, schedules, test execution, and test results to ensure comprehensive coverage during any system changes or enhancements. Reviews work products for adherence to user documentation standards and templates. Reviews program documentation, system operational policies, and web-based content to ensure AOUSC standards/requirements are adhered to. Monitors the accuracy of information and system data that appear in a variety of web-based content and program-related publications. Performs quality assurance reviews of help desk tickets entered into the service desk ticketing system ensuring ticket resolution. Maintains documentation of work flow processes of service desk ticketing system and other support OSCAR program tools. Makes recommendations to the AOUSC on improvements to the service desk processes, tools, and documentation that complement industry standards. Responsible for the management of implementing improvements to the service desk. Assists in user acceptance and system testing.

Minimum/General Experience: This position requires two to five years of experience. Requires knowledge of client's computer equipment, software, and application processes. Requires experience in providing technical assistance and on-the-job training. Generally requires extensive knowledge of one or more operating systems and environments. Specialized experience includes management of help desk supporting web-based system, demonstrated knowledge of computer operating systems, mail standards, web browsers, and supervision of help desk/user support employees.

Minimum Education: An Associate's degree may include computer science/systems, information systems/ technology, engineering, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance. Education and experience requirements may be substituted with the following: Two years additional applicable experience may be substituted for a degree.