Job Description
ECS is seeking a Tier I Helpdesk to work in our Arlington, VA office. Please Note: This position is contingent upon contract award.
The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.
The service desk is responsible for:
(1) delivering remote IT support by creating, maintaining, and using knowledge articles1
(2) performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.
The service desk consists of a centralized service desk and related roles tied to specific networking/telecom functions. The centralized service desk is the entry point and owner of first tiers of support (based on Information Technology Infrastructure Library’s [ITIL®] definition of tiers). Requests are received via phone calls, emails, chats, and web submittals.
Service desk responsibilities to include:
- Delivering remote IT support by creating, maintaining, and using knowledge articles.
- Performing basic troubleshooting to resolve, capture, report, or route incidents and requests. Some of the service desk's functions are replicated in the network/telecom areas.
- Accurately document via ticketing system and report all incidents and service requests
- Effectively process all incidents and service requests
- Provide support for all OIG-issued end-user IT equipment (laptops and docking stations, conference room equipment, network and printers, wireless devices, computer monitors, mobile devices and assorted peripheral devices)
- Develop and maintain updated service desk work instructions and documentation, focusing on service conservation, incident resolution and self-help recovery procedures