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Help Desk Technician
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Full-time
- TheHelp Desk Technician delivers services, staff, and expertise to operate and maintain service desk functions that provide a ticketing system, operational support, and troubleshooting onsite or remotely as required by Tier I, Tier II, and Tier III technicians.
- Install, maintain, and support baseline desktop/laptop images provided by Regional Network Enterprise Center (RNEC) Ft. Belvoir for NIPR and SIPR and Intelligence and Security Command/Ground Intelligence Support Activity (INSCOM/GISA) for JWICS, including Microsoft Windows operating systems, Office 365 Pro Suite of applications, including MS Teams and Outlook and other applications, like Adobe Acrobat, MS Edge, Google Chrome, computer drivers, encryption tools, and required security patches.
- User accounts currently include AGC's Front Office, GRL, Engineer Research and Development Center (ERDC), World Association of Sustainable Environment (WASD), System Acquisition Support Division (SASD), Special Program Office (SPO), The Army Tactical Exploitation of National Capabilities (TENCAP) office at AGC/Ft. Belvoir Headquarters, US Army Corps of Engineers and Transatlantic Division (TAD), BLCSE, and AWS GovCloud.
- Support secure and non-secure video systems, including Video Teleconference (VTC) and desktop Local Area Network (LAN) VTC systems and web-based collaboration tools.
- Develop and document core service desk SOPs, Frequently Asked Questions (FAQs), and self-help and troubleshooting guides and provide input to weekly and monthly status reports, metrics, programmatic data calls, and deliverables as needed.
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