Help Desk Support Specialist

at  KeyLogic Systems

POSITION SUMMARY

This position will support the US Department of Energy Office of Scientific and Technical Information (OSTI) vision to ensure long-term preservation of and access to DOE scientific and technical information through day-to-day customer support and troubleshooting related to installation, configuration, and maintenance of systems software and hardware.

EDUCATION, TRAINING, EXPERIENCE

• High school diploma required.
• Prefer candidates to be working toward a degree in computer science, mathematics, or related field from an accredited college or university or with equivalent background.
• 1-3 years’ experience required.

KNOWLEDGE, SKILLS, ABILITIES

• Familiarity with network technologies including Internet protocols and applications.
• Familiarity with client/server applications and procedures.
• Familiarity with system documentation standards and procedures.
• Demonstrated excellent customer service.
• Demonstrated ability to clearly and effectively communicate both verbally and in written format.
• Strong planning and organizational skills and ability to handle multiple tasks while maintaining attention to detail and a focus on delivery.
• Self-directed, results-oriented, and flexible; works well under pressure and adheres to tight deadlines.
• Ability to build strong working relationships across all levels of an organization
• Ability to work as part of a diverse team.
• Ability to translate technical information to an audience-appropriate level.
• Experience with remote communications operations involving a variety of protocols.
• Skilled in the use of MS Office.
• Ability to coordinate and communicate activities, status updates, outage notifications and schedule information with clients, other IT personnel, and other team members.

PHYSICAL ABILITIES

• Ability to sit for long periods.
• Ability to view computer monitor for long periods.
  Ability to provide proof of US Citizenship on your first day of employment to obtain a DOE HSPD-12 Badge in accordance with the terms of the contract. Department of Energy OSTI’s policy direction requires all employees employed on this contract to be citizens of the United States.
  We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

• Provides technical support to staff including maintenance, software installation, end-user support, and training.
• Maintains and monitors end-user workstations.
• Provides support to staff on all organization-supported applications.
• Troubleshoots computer problems and advises appropriate actions.
• Generates various forms of documentation regarding environment, accomplished tasks, and instructions for staff.
• Manages service requests, incidents, and problems through a ticketing system.
• Responds to inquiries via email, phone, and face-to-face to ensure prompt and thorough customer service and ensures issue tracking in ticketing system.
• Supports inventory control.
• Performs related duties as required.