Enterprise Information Services, Inc.

  • Help Desk Specialist 4

    Job Location US-DC
    ID
    2018-3696
    # of Openings
    1
    Targeted Job Start Date
    10/8/2018
  • Overview

    The Bureau of Labor Statistics (BLS) of the U.S. Department of Labor is the principal Federal agency responsible for measuring labor market activity, working conditions, and price changes in the economy. Their mission is to collect, analyze, and disseminate essential economic information to support public and private decision–making. As an independent statistical agency, BLS serves its diverse user communities by providing products and services that are objective, timely, accurate, and relevant.

      

    Enterprise Information Services, Inc. (EIS) in partnership with our prime contractor, Trowbridge & Trowbridge will be providing the full spectrum of Information Technology services to support the BLS mission. Our contract includes helpdesk, end-user services, systems administration, network administration, systems engineering, storage management and IT security.

    Responsibilities

     The Help Desk Specialist Department provides all aspects of end-user and workstation support. This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity and performance, as well as user account management. This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as tape backups and patch installations.

     

    Duties:

    • Assists with implementing new commercial software and performs mid-level support tasks.
    • Troubleshoots, diagnoses, and resolves PC software/configuration problems with minimal guidance on complex issues.
    • Installs, tests, and configures software and/or monitors system/server performance, if required.
    • Assists in evaluating and/or installing information center diagnostic tools, if required.
    • Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting.
    • Implements new commercial software and performs high-level support tasks.
    • Troubleshoots, diagnoses, and resolves complex PC software/configuration problems.
    • Evaluates and installs information center diagnostic tools, if required.
    • Uses remote access/diagnostics software as required to identify and isolate problems.
    • Trains new staff and users in use of software and hardware.
    • Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting.
    • As required, handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in-person, over the phone, or both.
    • Diagnoses causes of PC, server, and printer hardware problems and failures; and repairs, replaces, and adjusts faulty PC, server, and printer hardware components.
    • Installs boards, peripheral devices, new PCs, servers (both Sun and Windows servers), and printers.
    • Moves, reinstalls and configures PCs, servers (both Sun and Windows servers), printers, and other devices while making any necessary network connections.
    • Works with higher-level staff on system hardware and software problems, cable plant expansions, and cable plant documentation.
    • Organizes, installs and maintains server cabinets and network racks (this includes network cabling, power, and KVMs).
    • Organizes, installs and maintains cabling for cable plants and data centers (this includes network cabling, power, and KVMs).
    • Documents and labels data centers, server cabinets, network racks, and cabling.
    • Prepares and provides directions/overviews of equipment setup procedures to other staff.
    • Leads projects such as operating system and application upgrades.

    Qualifications

    Minimum Qualifications:

    • Three (3) years experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone.
    • Three (3) years experience with Microsoft Windows client or server operating systems.
    • Three (3) years experience in network operations and support. At least one (1) of these years must have been spent supporting a LAN with a minimum of 500 nodes.
    • Two (2) years experience in diagnosing and resolving PC, server, and printer hardware problems.
    • Two (2) years experience configuring and installing network switches.
    • One (1) year experience using remote access/diagnostics software such as Microsoft SMS/SCCM.
    • Experience leading help desk support teams.
    • Able to pass and hold a government security clearance.
    • Must be able to work the following schedule; 9:30AM-6:00PM, Monday-Friday

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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