Help Desk Specialist
Current• Provide over the phone computer support to over 5000 users. • Remote trouble shooting for desktops, laptops, and peripherals. • Provide remote support for standard software such as: Microsoft Office and Windows 7• Provide remote support for DCAA specific software such as: DCAA Management Information System, Audit Planning and Performance System, Proposal Evaluation and Reporting System, and EZ Quant. • Provide support for local network and Pulse VPN access. • Accurately and thoroughly document all work performed in the DCAA SCSM tracking system as required by DCAA.• Escalate technical issues that cannot be resolved to Field Technicians or Tier 2 Technicians within time limits defined in the contract.• Serve as a knowledge base and provide core training to newly hired Help Desk Technicians.• Create procedures for repairing commonly occurring DCAA agency issues.• Assisted with creating DCAA Help Desk policies and procedures.• Liaison between the help desk and other Tier support sections to work out resolutions that can be performed by the help desk to service the customer in a more expedient manner. • Assisted with managing the Five 9 call center software, Service Desk email and SCSM ticket queues.
