Help Desk Technician, Junior

IT, Hardware, Network, VPN, Project, Audio, TCP, IP
Full Time

Job Description

Supports the day-to-day operations of the Information Technology (IT) help desk. Identifies, researches, and resolves technical problems associated with the support of the IT infrastructure and associated IT resources and components. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors issues to ensure resolution in a timely manner. May require an Associate's Degree or associated certifications in the IT field (A+, Cloud, etc.).

Familiar with a variety of the IT concepts, practice and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. A wide degree of creativity and latitude is expected. Report to a manager or head of a unit/department but works independently. Provides support to customers on a variety of issues. Responds to telephone calls, emails, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an Associate's Degree in a related area and experience in the field or in a related area for a junior position. Has knowledge of commonly used concepts, practices and procedures with a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Understanding and exercising customer service etiquette is required.

Specific Duties may include but are not limited to:
  • Help desk calls and resolution including ticket creation and tracking
  • Inventory management and control of IT equipment
  • Hardware and software issue troubleshooting and investigation
  • Training users on how to use products and best practices for major applications including:
    • Virtual Private Network (VPN)
    • O365 (Office, Teams, Visio, Project)
    • Use of PIV card (NASA has specific requirements for its usage via Launchpad)
    • Hardware and software configuration
  • Support new computer builds
  • Preventative maintenance(some duties include cleaning and verifying equipment at the location and conference room support)
  • Cell phone setup and support
  • Other Audio Visual support (ViTS, AV equipment)

Additional duties that are desired:

  • Beginner-level Cloud working knowledge
  • IT security basics
  • Overall TCP/IP understanding
  • Understanding of NASA's IT environment and overall policies/procedures for IT

Dice Id : 10212908
Position Id : IVV02
Originally Posted : 6 months ago
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