Technical Support - Helpdesk Support Specialist I

SUMMARY

A full range of information technology (IT) support services is necessary to satisfy enterprise missions, goals, and objectives in the areas of IT Services, Enterprise Design/Integration/Consolidation, IT Education/Training, IT Program/Project Management, Systems Operations and Maintenance, Network Support, and embedded Information Systems Security, Cyber Security, and Information Assurance to the Program Executive Office Aviation (PEO AVN) Information Technology Support Services.

Provides first-level support in response to users' requests for assistance by phone and in person, handling routine questions about installation, operation, usage of computer system software and business applications. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Maintains call log and ensures technical support issues are escalated to appropriate level for resolution.

JOB DUTIES AND RESPONSIBILITIES

Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.

Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems. Diagnose and resolve computer hardware and software issues. Move, place, install, modify, and clean computer hardware and software.

Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software. Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.

Make recommendations on obtaining and installing new and alternate software packages. Respond to telephone calls and e-mail messages from customers with computer/software problems.

Diagnose the nature of the problem and walk the customer through the problem-solving steps. Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems.

Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.

Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.