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Helpdesk Senior/Customer Service Representative
Federal Operations
National Capital Region
Full Time
Various
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Job Description
Under general supervision, monitors, operates and maintains hardware, software, and networks for a computing platform. Configures, assembles and installs microcomputers, workstations and/or peripheral equipment. Performs first line support for service interruptions such as printer routings, power outages, wiring problems, and malfunctioning servers. Escalates unresolved problems to expedite resolution. Maintains disaster recovery procedures for LAN and related equipment/software. Upgrades, modifies and replaces hardware, software and network components. Performs system backup and recovery activities. Creates and maintains user login identification (userid) information and login scripts. Monitors system performance, gathers data, and prepares management reports. Audits hardware/software inventory to ensure their integrity as well as licensing compliance. Updates and maintains site administration manual documentation. May provide user orientation on hardware, or software or network operations. Keeps abreast of emerging operational support technologies and industry trends.
Qualifications
- Active security clearance or the ability to obtain a security clearance is required.
- Must be a United States citizen.
- Minimum 5 years experience, of which at least 3 years must be specialized.
- An Associate's degree in Computer Science, Information Systems, Engineering, Business or other related disciplines.
- Experience working on helpdesks in a multi-server environment
- Comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as networking and mail standards.
- Some experience with Novell or UNIX may be required.
- With a Bachelor's degree (in a field described above): 4 years general experience of which at least 2 years specialized experience is required.
- With 8 years general experience of which at least 6 years specialized experience, a degree is not required.
Additional Skill Sets Required
- Excellent written and oral communications skills
- Ability to work in a fast-paced, team environment
- Must demonstrate the ability to work independently or under only general direction.
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