IT Specialist

Job Description:

• The Desktop Support/Tier II position will work within an established team to provide Tier II level Help Desk support for the end user community and is responsible for diagnosing, troubleshooting and resolving support requests for OPM customers. This position will work closely with the Network Management: Engineering, Server Operations and Security to resolve customer support requests. Job specifications are intended to present a descriptive list of the range of duties performed by employees. Specifications are not intended to reflect all duties performed within the job.
• Work is performed on site with telework options when authorized by management.

Duties:

• Able to work independently and with minimum supervision
• Provide Desktop Support services to the government user community.
• Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
• Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
• Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing SCCM or by desk-side visits.
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
• Contact users via phone and/or email when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
• High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows 10.
• High-level knowledge of Office365, especially, MS Teams and OneDrive, Word, Excel, and Outlook.
• Deploy hardware and software to fulfill user requests.
• Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
• Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
• Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all OPM and company policies and procedures.
• Assist with evaluating/testing new technologies for the agency.
• Travel between field site office(s) to aid customers, as needed .

REQUIRED SKILLS:

• A combination of the desired professional certification below or related IT Higher education are necessary .
• 1-2 years' experience in technical Help Desk environment.
• 1-2 years' experience working within an Active Directory environment
• 1-2 years' experience in troubleshooting issues with Windows 10 and WIN 11 operating system
• 1-2 years' experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
• 1-2 years' experience with the following: Internet Explorer, Java, Citrix, VPN, mobile devices and 2 Factor Authentication.
• Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable.
• Experience with hardware components such as hard drives, power supplies, and motherboards.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Strong technical aptitude including excellent troubleshooting skills.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience