Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
DecisionPoint Corporation is seeking a Help Desk Support Technician to help provide Information Technology (IT) services supporting the United States Army Network Enterprise Technology Command (NETCOM). Contractor support will primarily be required in the NETCOM Headquarters, subcommand organizations and other NETCOM supported locations, globally. The program involves IT support to NETCOM and NETCOM-supported organizations for Department of Defense Information Network (DODIN) hardware, software, data, applications, tools, and systems used by the Army. Organizations supported include the NETCOM Assistant Chief of Staff, G-6 with business operations, Cybersecurity, Knowledge Management Integration (KMI), Army Enterprise Service Ownership/Development, Capability Management, and Content Management requirements.
This position is onsite in Ft. Huachuca.