Help Desk Support

Help Desk Support

Prometheus Federal Services, (PFS), a trusted partner with federal health and social services, is currently seeking a Help Desk Support Technician to support the Information Technology Department (IT) relative to IT hardware, software, and projects. This role will provide both phone and deskside or virtual support. The selected applicant will need to be available on-site in DC, as well as provide remote support on a daily basis, from 10AM – 7PM.

The selected applicant will be a knowledgeable IT professional who is interested in contributing existing expertise, training, and acquired skills within an on-site and remote Help Desk environment.  The candidate should have the ability to work well independently, and in group settings providing all facets of computer help-Desk Support such as computer imaging (capture and deploy) troubleshooting, configurations, knowledge of installations, and IT maintenance.  In-depth knowledge and understanding of numerous software packages and operating systems (Microsoft and Apple). Skilled in providing customer and end-user phone and deskside Help Desk Support.  Easily identifies and resolves technical issues and concerns through analysis and follow-up of submitted tickets.  Excellent communication (verbal and written), and presentation capabilities required.

Essential Duties and Responsibilities

The Technician is responsible for providing end-user and system support.  Duties and responsibilities will include, but are not limited to:

• Providing phone and deskside support, which usually requires basic remote, email, and phone support to resolve basic computing issues.
• Creating computer images for deployment, maintaining computer image library, updating computer images as necessary.
• Triage, prioritize, manage, and report on help-desk tickets/resolutions to management.  Provide overall assistance on some scheduling applications using PowerShell (will train).
• Document all issues and generate reports detailing common problems and error trends.
• Provide mid-level technical support to end users for issues not previously resolved.
• Timely responses to tickets and reported incidents.
• Complete analysis on issues and questions submitted to determine the cause and resolve the issue appropriately.
• Provide communications to requestors and other parties.
• Build knowledge base (KB) by managing formulation of new documentation that describes technical fixes.
• Work closely with any database administrators as it pertains to changes to application data tables.
• Respond to general service requests.

Minimum Qualifications

• 5+ years technical IT support knowledge.
• 3+ years providing Tier-1 help-Desk Support.
• Proven reliable employment history.
• Ability to learn and understand the application at presentation, and at database layers, where applicable.
• Ability to multi-task and quickly adapt to changing priorities.
• Outstanding verbal and written communication skills.
• U.S. Citizenship is required.
• Ability to obtain a Public Trust if required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

This position may be subject to client or government vaccination and masking guidance, policy or requirements as may be changed from time to time.

Work location is flexible if approved by the company except that position may not be performed remotely from Colorado.

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