Help Desk Engineer
Earth Resources Technology, Inc - Silver Spring, MD

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Position Description

Help desk team member supporting direct users with all desk top problems, Tier 1 or Tier 2.

Helpdesk Hardware Support

  • Workstation and Configuration
  • Workstation and IT equipment repair
  • Workstation Warranty returns and exchange - work with manufactures of the damaged equipment to replace, reconfigure and return damaged item
  • Testing workstations for compatibility and conflict issues
  • Log all helpdesk calls
Helpdesk Software and OS Support

  • Keep updated workstation images for all individual workstations; keep separate image for each model
  • Operating Systems support and maintenance -Windows XP, Windows 7, and MAC OS
  • Application Support - Installing and configuring Office Suites, Google including: Mail; Calendar; Dos; Sites, and not just limited to these listed)
  • Keep all FB4DOMAIN workstations up to date with latest patches and updates; maintain the SUS Server and workstation connections to the server
  • Log all helpdesk calls
Beta Testing and Research

  • Install and test new configurations including new Operating Systems, hardware equipment, software etc
  • Learn a new application or hardware setup (continuous)
Hardware CM and Inventory

  • Work with Gov't Property Custodian to ensure the inventory of new, moved, and surplus hardware remain updated
Phone Support

  • Supply phone support for OAR office (Add and Remove Ext., reset voice mail passwords move phones in office etc.)
Required Skills

3 years experience in help desk. Call tracking software (HEAT), MS Office, MS network environment, software installation, IT security practices, PC troubleshooting, backup and recovery procedures. Mac experience preferred.

Must be able to pass a background investigation to obtain a security badge to enter the applicable government facility.


BA/BS in Computer Science, Mathematics, related field, or equivalent experience. A+/Net+ certification, MS Certification, ITIL v3 Foundations, preferred.

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