The ITSC Help Desk Specialist position supports multiple bureaus of the Department of State as single point of contact IT technicians for all IT issues within the Department of State.
Duties and Responsibilities:
ITSC Help Desk Specialists requires technical knowledge of IT hardware and software as well as specific technical knowledge of processes and policies utilized across the Department of State IT enterprise.
Each ITSC Help Desk Specialist will assist users as frontline support for Department of State enterprise access and account management, client software applications, as well as various database functions including updating of user records, in addition to assisting with various hardware issues from client side PC's to documenting and tracking server/network related hardware issues.
Additionally, each ITSC Help Desk Specialist will require specific training in ITIL best practices.
The successful candidate will have excellent customer service skills and be able to handle 50+ phone calls per day.
Typically has 0 - 3 years of experience. May require vocational or technical education in addition to related work experience.
Requires and active Secret clearance.
Requires technical certifications such as A+, Net+ or Security+.
The applicant must be able to effectively maintain spelling and grammar standards while documenting troubleshooting methods and drafting email correspondences.
One year of Customer Service skills utilizing Microsoft Office (Excel, Word, Outlook, PowerPoint).
Experience in using ticketing system; preferably Remedy.
Desired Qualifications: - Working knowledge of Remedy and a certification such as A+, Net+ or Security+.
PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.