OCS Help Desk Intern

ERT Silver Spring , MD 20901

Posted 2 weeks ago

Position Description

Temp: Summer

The Help Desk is the central point of contact between users and IT. Will deliver high quality hardware and software support, identifying and lowering IT costs, supporting process and technology changes, ensuring user satisfaction, identifying business opportunities, receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels. Will be the focal point for all IT service requests. Will assist the Help Desk personnel by performing routine tasks. Other duties include:

  • Attend and receive all required training

  • Ensure adherence to corporate (DOC\NOAA\NOS\OCS) policy & procedures for all tasks assigned to this role

  • Receive and address calls, emails and IT service requests from end users

  • Create IT service tickets, logging all pertinent information

  • Assist in updating and maintaining the Configuration Management Database (tracking of IT assets)

  • Troubleshoot, upgrade and/or replace hardware and software components including but not limited to operating system installation, motherboard and power supply replacements, printer installation and maintenance, computer power cable installation and replacement, and software and license installation.

Required Skills
0 - 2 years of work experience in delivering high quality hardware and software support, supporting process and technology changes, ensuring user satisfaction, receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels.

Must be a US Citizen or Permanent Resident and be able to pass a background investigation to obtain a security badge to enter the applicable government facility.

Education

BS in Computer Science, related degree, or equivalent.


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OCS Help Desk Intern

ERT