Help Desk Specialist

Computer World Services - Washington, DC3.9

Job Description

The candidate shall be an SCI cleared Help Desk/Customer Support Specialist to provide technical helpdesk support. Candidate should have a familiarity with the Intelligence Community (IC).

Key Tasks and Responsibilities

The Customer Support Specialist provides customer service support for office automation applications, PCs and printers. The Customer Support Specialist shall answer the INR helpdesk phones, provide field support, log calls into helpdesk software, troubleshoot and resolve technical issues, manage helpdesk tickets, escalate helpdesk tickets when necessary, keep users informed of their progress and run weekly helpdesk statistical reports. The Customer Support Specialist shall use Help Star ticketing system for tracking all work performed. The Customer Support Specialist shall have experience utilizing call logging software, a strong knowledge of Microsoft based operating systems with an emphasis on Windows XP, experience using and troubleshooting MS Office suite 2003/2007/2010, Outlook 2007/2010, Internet Explorer, Adobe and NT Toolkit. The customer support specialist shall be able to troubleshoot basic hardware and software issues, set-up and customize applications and perform network troubleshooting. The customer support specialist must be capable of providing support to a custom developed messaging system based on Retrieval Ware and be capable of understanding complex Boolean queries and assisting users in the development of queries. While performing the duties of this job, the employee must maintain an excellent telephone manner. While performing the duties of this job, the employee is frequently required to handle; reach with hands and arms; stoop, kneel, bend, crouch or crawl. The employee must also occasionally lift and/or move up to 50 pounds or more.
Required Education & Experience

Requires high school diploma or equivalent and three years of related experience (1-2 years providing end-user phone support for current PC desktop and application software OR 1-2 years installing, upgrading, troubleshooting and repairing personal computers in a network environment).

Certification Requirements

MCDST certification is desirable

Clearance Requirements


Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

The primary purpose of the DoS INR is to manage intelligence information to serve the foreign and domestic needs of the Secretary of State, the President’s representatives (ambassadors) and functional and regional DoS bureaus. The Intelligence and Research Information Support System (INRISS) is the primary information processing system utilized in INR.

EOE AA M/F/Vet/Disability]