Help Desk Technician - Windows/Remedy - Multiple Openings

  • SoNoted,
  • Alexandria, VA
Help Desk, Windows 7, Remote User Support
Contract W2, C2H W2, 6+ Months
To $21HR
Work from home not available Travel not required

Job Description

Job Description:

  • Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.

  • Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applications/systems.

  • Provides end-user software troubleshooting and support to USPTO internal and external users/customers.

  • Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.

  • Provides troubleshooting and support for over 200 customized applications supporting over 10;000 users.

  • Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.

  • Provides help-desk and email support for local and off-site users.

  • Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting USPTO users.

  • Installs; configures; and upgrades computer hardware and software; as needed.

  • Participates in special projects; as needed.


Associates Degree in a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.


  • 1-3 YEARS of directly related experience supporting HELP DESK operations; preferably supporting a large-scale government customer. Experience providing technical support for microcomputer hardware; networks; account administration; and office automation software via telephone; as appropriate.

  • Must possess basic skills to support configuration and troubleshooting of MS Windows 7.

Dice Id : 10109788
Position Id : GDITTCST14851
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