The Help Desk Technician shall provide support for the CBP LMR Wireless Network Operation Center (WNOC). The Help Desk Technician shall monitor and manage CBPs TACCOM LMR interface network and service restoration.
This is a 24x7x365 environment and the personnel must be flexible to work additional hours/days as needed.
The Technical Help Desk Analyst provides 1st level support for all government supported systems and technologies. The analyst serves as the first point of contact for all service incidents and requests. This position provides excellent customer service and communication skills, documents details relating to service incidents, outages and requests, dispatches on-site technical resources, escalates as appropriate. Experience in an Enterprise, Government and or Military technical help desk environment needed.
The Help Desk Technician shall perform the following work activities to provide system monitoring support:
- Provide a single point of contact for the government
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Monitor network performance (availability, utilization, throughput, and latency)
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide timely and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Check computer hardware (HDD, mouse devices, keyboards etc.) to ensure functionality
- Install and configure appropriate software and functions according to specifications
- Provide guidance to users on how to operate software and computer equipment
- Liaise with vendors and other IT personnel for problem resolution
- Reset passwords and unlock user accounts
- Provide documentation for daily, weekly and monthly CIO reports from ticketing system and databases
- Staging and preparing TACCOM LMR Equipment for shipment to the field for installation or replacement equipment with government oversight.
- Under government direction, assist with the test laboratory on nonproduction systems by: setting up equipment, configuration, performing technical testing, disassemble and package equipment.
- Perform Motorola radio console password reset
- Support ad hoc technical events and projects
Preferred Technical Certifications:
ITIL Foundations
A+ Network + Microsoft Certifications
Motorola P25 LMR
EDUCATION
Bachelor's degree preferred but not needed
Technical certifications are a plus
Must be able to qualify for a government background investigation and ability to receive a Clearance.
Experience in an Enterprise Government and or Military technical help desk environment needed.
Job Type: Full-time
Pay: $28.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
- Weekends as needed
Work Location: In person