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IT Help Desk Specialist

Leader Communications Inc -
Alexandria, VA

Job Details

Full-time

Qualifications

Desktop computer repair
Non-technical user support
Version control
Network hardware support
Content creation for technical audiences
Technical support via phone
Phone communication
Client rapport building
In-person customer service
Hardware maintenance
Enterprise software support
Administrative experience
Phone customer support
Desktop (troubleshooting support)
Software documentation
SharePoint
Project management software
Network infrastructure management
Document change management
Desktop administration
Technical writing within technology

Full Job Description

Position Summary

LCI is seeking dedicated IT Help Desk Specialist to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining the hardware and software infrastructure that powers the USPTO’s mission. We are looking for professionals who combine technical troubleshooting expertise with elite customer service skills.

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

Technical Support: Provide installation, setup, configuration, troubleshooting, diagnostics, maintenance, and repair for PCs, printers, and peripherals.
Specialized IT Support: Deliver support across key USPTO areas, including:
Desktop Deployments, Moves, and Field Support.
Warehouse Operations and Audio-Visual Support.
Network Operations, Cabling, and Maintenance.
Security Operations, Enterprise Monitoring, and A&A (Authorization & Assessment).
Remote Site and Electronic Business Center support.
Documentation: Utilize Microsoft SharePoint for documentation version control and repository needs; contribute to technical writing and document development.
Project Coordination: Use Microsoft Project Professional to electronically update project plans and upload documents to the Enterprise Management System (EMS).
Analysis (Principal/Staff levels): Provide analysis and recommendations for information technology requirements.
Leadership (Principal/Staff levels): Oversee assignments, assist in technical/administrative planning, and perform in a supervisory or management capacity as required.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

Education & Experience Requirements

Technical Support Specialist: 1-5 years of experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate.
Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).

Skill & Certification Requirements

Possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).
Personnel must possess administrative and project management skills.
Microsoft Project Professional
Microsoft SharePoint Staff should
Ability to establish professional rapport, active listening, and the ability to explain complex technical matters to non-
technical personnel.
Ability to produce accurate, clear, and straightforward documentation.
Skilled in Microsoft Project Professional.
Skilled in Microsoft SharePoint for version control and repository management.
Ability to uphold USPTO interests and influence others by making valid, relevant points in a professional manner.
Must be able to see things from the customer’s perspective and maintain a high standard of customer service.
LCI is an Equal Opportunity Employer/ Veterans/ Disabled

If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at [email protected].

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