Customer Service/Help Desk Technician

Proposed duties and responsibilities:

This position will provide help desk activities, coordinate training sessions, monitor progress of help desk tickets, prioritize help desk activities, ensure users are getting the proper response needed to fulfill requirements, and assist other help desk professionals of help desk activities when needed.    He/She must possess excellent communication and presentation skills.

Maintain, analyze, troubleshoot and repair all supported computer systems, hardware and computer peripherals.  Replace and/or upgrade hardware when required.  Excellent verbal and written communications skills. Provides onsite hardware installation and maintenance for computer and peripheral equipment and software applications, particularly Microsoft Windows and Windows applications

This position will also maintain and monitor domain user accounts along with the required permissions to various resources.  Evaluate and install software, operating systems, and various patches.  Reauthor all software into an MSI format with customized options and components and deploy those applications to users from a central location.

Relevant Skills Required:

Hardware:                  DCSE Certified Technician (Workstations/Portables/Servers) preferred
PC (Intel and Compatible systems), Networking components (switches/routers/wireless WEP & WPA) and HP Printers

Software:                    Microsoft Installer packages, Veritas WinInstall, Installshield AdminStudio, VMWare, Cisco VPN, Microsoft Office, Eudora 5+, OnTime, Outlook, McAfee, Netscape Communicator (all versions), Symantec/Norton AntiVirus, Symantec Ghost, Microsoft Internet Explorer, Microsoft Visual Basic 6, Mozilla Firefox, Adobe Photoshop and Acrobat Reader

Operating Systems:     Windows XP Professional and Server 2003 with Active Directory, scripting preferred

Languages:                 HTML, ASP and Visual Basic, .NET preferred

Security:                     Sygate Personal/Pro Firewall, PKI, and PGP

Managerial tasks include:

      Ensure that help desk has the proper support and even amount of tasks

      Take on any additional tasks needed if help desk is overloaded

      Have interviews with customers to ensure their tickets are handled properly.  Report back to operations lead with results

      Weekly expectations

o   Send e-mails to select users to spot check help desk operations

o   Identify time frame it takes for help desk tickets to be opened and closed

o   Work with Sysadmin team to ensure updates have proper training/documentation to be sent out to the users.  (Note all documentation that is sent to the users needs to be reviewed by Project Manager before being sent)

o   Identify training needed for interoperability between help desk and sysadmin team.  Set up 1 hour per week to discuss/train on a topic

o   Relocations to be done every Friday and work all logistics for phone and computer moves

      Monthly expectations:

o   Status report to be delivered to Project Manager

      Quarterly expectations:

o   Quarterly maintenance (Document process)

Training tasks include:

      Setup up training for new users to acclimate them to the NASA IV&V IT environment

      Identify training needs every year for products to ensure users are kept up to the current technology

      Provide/Coordinate training classes to users in a group setting when new products are delivered to the NASA IV&V community.  Responsibilities will also include updated any relevant documentation on the IT help desk pages to ensure training is available online

      Setup Online training for users as to minimize recurrence of training classes

Systems Administrative tasks include:

      Test and analyze  new software for deployment

      Assist network engineers with software development

      Development of customized installation packages via Installshield AdminStudio

      Check Event Logs and develop strategy to remedy problems that may arise

      Monitor User Accounts and Permissions

      Track owner of all workstations/laptops via Active Directory

PC Maintenance Technician III tasks include:

      User help desk support

      Maintenance of all desktop/laptop systems

      Create/deploy ghost images for each PC to expedite system builds

      RMA defective parts via Dell Premier Access

      Perform hardware and software upgrades

      Network printer maintenance and upkeep

      Local user back up/restoration of critical data

      Respond to all virus related occurrences immediately and repair  any infectious files

      Contact vendors for purchasing products and resolution of problems

      Provide LAN drop connections for network hardware

      Cut/crimp straight and twisted pair cables for desktop/wiring use

      Alcatel VoIP phone set installations and service to desktop