Help Desk Technician

Are you a problem solver?

Do you strive to make a positive difference?

Do you enjoy being a contributor to a world class team?

 

Summit Technical Solutions (STS) is seeking a mid-level Help Desk Technician to provide Tier I, II and higher Level tier support on the Command Information Management Systems (CIMS III) contract at Peterson AFB, CO.  The Help Desk Technician resolves technical problems in a help desk environment, uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products including hands-on troubleshooting. The selected candidate will work under general direction and exercise latitude in determining objectives and approaches to assignments.  They will provide input to management on matters pertaining to its policies, plans, and objectives.

 

Job duties include, but are not limited to:

• Provide Tier I, Tier II and Higher Level Tier support.
• Perform Hardware/Software installation and maintenance.
• Working knowledge of various Operating systems (OS) (Windows 8, 10, etc.).
• End user personal computer/laptop/Thin/Zero Client/notebook configuration.
• Enforce standard PC configuration conformation to command requirements.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise users on appropriate actions.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to appropriate resource.
• Identify and escalate situations requiring urgent attention.
• Document, track, monitor and resolve ticketed problems to timely and satisfactory resolution and within Service Level Agreement levels (SLAs).
• Prepare activity reports.
• Stay current with system information, security patches changes and OS updates.
• Create and maintain detailed documentation of the processes and procedures performed by the position.
• Update and maintain databases for trouble ticketing, activity reports, processes and procedures, and other required information.

Starting at $58,000

Technical and engineering services for federal government agencies.