Helpdesk Specialist Tier 1

Job Description:

Tria Federal is seeking a Helpdesk Technician to support enterprise end users by diagnosing, troubleshooting, and resolving technical issues related to hardware, software, peripherals, networking, and standard commercial applications. The ideal candidate will demonstrate excellent customer service, attention to detail, and the ability to follow established procedures while supporting a diverse user population.

Tria Federal supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities:

• Diagnose causes of PC and server hardware problems/failures and repair/replace/adjust faulty PC and server hardware components.
• Follow established procedures to image and configure Windows workstations.
• Inventory user equipment/accessories, send/receive replacement computers/parts, and update the database to reflect the status and resolution of any user problems.
• Provide in-person, by telephone, or remote technical support to users connected to the network or through VPN.
• Under supervision, provide lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• Maintain records of contacts and system problem/resolution logs for trends analysis.
• Install boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Move, reinstall, and configure PCs, servers, printers and other devices while making any necessary network connections.
• Work with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Perform preventive maintenance.
• Provide technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Perform basic account management such as resetting passwords, unlocking accounts, and modifying user groups.
• Provide end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Log and track incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicate with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

Basic Requirements:

Formal Education:

• High School or Equivalent

Professional Experience:

• One (1) year of experience:




• Providing technical support in an enterprise environment with over 100 users
• Supporting Microsoft Windows client operating systems
• Diagnosing and resolving PC and printer problems

Required Skills & Experience:

• Attention to detail
• Ability to document in the help desk application and other tools
• Excellent customer service

Required Technical/Business Tools Experience:

Candidates should have experience with:

• Microsoft Active Directory management tools
• Microsoft Suite
• Dell Hardware

Additional Qualifications:

Skills & Experience:

• Prior Federal agency experience is a plus
• Prior Service Desk experience

Professional Certification(s):

• HDI, ITIL, MCP, A+ (preferred)

Formal Education:

• Technical or college degree (preferred)

ABILITY TO OBTAIN A DOL PUBLIC TRUST CLEARANCE (Must be a U.S. Citizen or Green Card Holder residing in the United States for more than 3.5 years

Work Location: 100% ON-SITE SUPPORT in Suitland, MD