- Serves as the initial point of contact for troubleshooting PC hardware and software, peripheral, and printer problems.
- Applies understanding of computer software and hardware to resolve users’ problems.
- Receives telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, and operating systems.
- Determines whether problem is caused by software or hardware such as processor, hard disk, network cards, modem, printer, and cables.
- Coordinates with other co-workers, or works with other specialists to determine problem and find solutions.
- For common office automation software, writes or revises user training manuals and procedures, develops training materials such as exercises and visual displays, and trains users on software/hardware on‑site or in a classroom.
- Serves as a technical lead for other Help Desk Specialists.
- 3 Years – Relies on experience and judgment to plan and accomplish tasks.
- CompTIA Security+ certification
- Requires a High School Diploma with vocational training desirable, specialized training and applicable certifications may be required.
- Active Secret Security Clearance
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable people with disabilities to perform the described essential functions.
While performing the responsibilities of the position, the employee is required to talk and hear. The employee is often required to sit and use hands and fingers, to handle or feel and to manipulate keys on a keyboard. The work is generally sedentary in nature, but may occasionally require the employee to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee is occasionally required to exert up to 10 pounds of force to lift, carry, push, pull or otherwise move objects, including the human body. The employee is required to have close visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.
While performing the responsibilities of the position, these work environment characteristics are representative of the environment the employee will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the position.
The work environment is a general office environment and the employee. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
This position description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.
DNI is an equal opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.
|Job Category||Help Desk|