Help Desk Specialist (Journeyman)
Computer World Services 21 reviews - Vienna, VA

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Job Description

The candidate will serve as a Help Desk Specialist who provides a full range of IT support services to Army National Guard (ARNG) Enterprise Service Desk (ESD). Handles incidents and requests, and provides an interface for activities such as changes, problems, configuration, releases, service levels and IT Service Continuity Management.

Key Tasks and Responsibilities
  • Provides support to end users on a variety of issues
  • Responds to telephone calls, email and personnel requests for technical support
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps
  • Identifies, researches, and resolves technical problems
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Assists with usage of video and audio equipment
  • Assists in setting up video conferences
Candidate must possess:
  • Knowledge of Microsoft Windows desktop operating systems and applications
  • Ability to troubleshoot Microsoft products including, but not limited to, Windows, Office; including all aspects of Windows security and Microsoft desktop products
  • Ability to test and install computer hardware and software applications and ensure software applications meet end user requirements

Required Education & Experience
  • High School diploma and 2-5 years experience in an ITIL v3 environment
  • Military training and relevant technical certification are a plus

Certification Requirements
  • CompTIA Network+ or A+ certification is required
  • Windows 7 Operating System or similar certification is a plus
  • ITIL v3 Foundation certification is a plus

Clearance Requirements
  • Must be able to obtain US Government Secret Clearance (Interim required to start)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
  • Candidate must meet DoD 8570 IAT Level 1 certification requirements


About this company
21 reviews
Who We Are CWS (Computer World Services) is a Small Business certified HUBZone services enterprise. We specialize in IT Solutions and...