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Entarian LLC
Help Desk Specialist
Career Insights for Help Desk Technician / Analyst
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Based on Maryland data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$56,630 / year median in Maryland
-7% projected decline
Job Description
Help Desk Specialist
Overview/ Job ResponsibilitiesEntarian is seeking a Help Desk Specialist to support NOAA's National Marine Fisheries Service (NMFS) Headquarters Service Desk. The NMFS Service Desk Support (Service Desk) is currently the initial point of contact for information technology and program support services for NMFS programs and staff based at the headquarters in Silver Spring, Maryland. In addition to the headquarters staff, the service desk provides remote desktop support to over 300 seafood inspection staff and law enforcement agents located throughout the United States. Program support requires basic understanding of the various systems supporting the organizational mission, basic data analysis, and some reporting. This team is the primary point of contact for IT inquiries that may result in service requests and incident resolution. The current predominant operating system in the NMFS Headquarters user environment is Windows 10. A small subset of supported users are assigned Apple workstations running Mac OSX. And mobile devices running iOS, iPad OS, and Android OS are deployed and supported within the agency. The team also supports video teleconference capability used by various NMFS executives on a variety of platforms, including but not limited to: Google Meet, Cisco WebEx, Adobe Connect, GoToWebinar.
Duties include:
Work will be completed on-site at NOAA's Silver Spring, MD location. Minimum Qualifications
Duties include:
- Workstation security patching
- Produce routine and ad hoc security artifacts
- Generate activity and metrics reports
- Provide support for issues escalated from Tier 2
- Serve as point of escalation for complex technical incidents and requests
- Lead software testing and approval activities
- Support Mac workstations
- Issue remediation and request triaging for custom applications
- Mobile device support
- Provide meeting support
- Support other CX activities and projects
- Support other NMFS project teams during implementation and testing of changes or enhancements to the NMFS LAN and applications.
- Lead small projects
- Google Voice / Mail administrator
- Limited Active Directory account management
- Develop, institute, and maintain Standard Operating Procedures (SOP) in the areas of incident management, service requests and Application Support services.
- Participate in the NMFS change control board meetings and provide user support impact assessment on proposed system change requests.
Work will be completed on-site at NOAA's Silver Spring, MD location. Minimum Qualifications
- BS in Information Technology, related discipline, or equivalent.
- 2+ Years' experience in relevant professional experience supporting Tier II activities.
- Detail oriented, organized, and timely.
- Ability to work well independently and in a team setting.
- Work within the team framework created by management and work with team members on assigned projects.
- Basic use of Microsoft Suite WORD, EXCEL, also PDF.
- Knowledge of commonly used concepts, practices and procedures within a particular field.
- Must be a US Citizen or Permanent Resident who has lived in the United States at least 3 out of the last 5 years and be able to pass a background investigation to obtain a security badge to access applicable government facilities and systems. About Us Benefits All full-time employees are eligible to participate in our flexible benefits package, which includes:
- Medical, Rx, Dental, and Vision Insurance
- 401(k) retirement plan with company-matching
- 11 Paid Federal Government Holidays
- Paid Time Off (PTO)
- Basic Life & Supplemental Life
- Health Savings Account, Flexible Spending and Dependent Care Flexible Spending Accounts
- Short-Term & Long-Term Disability
- Employee assistance program (EAP)
- Tuition Reimbursement, Personal Development & Learning Opportunities
- Skills Development & Certifications
- Professional Membership Reimbursement
- Employee Referral Program
- Competitive compensation plan
- Discretionary variable incentive bonuses based on factors such as individual performance, business unit performance, and/or the company's performance Formed through the strategic union of Sev1Tech and ERT, Entarian is a premier provider of mission-critical engineering and technology solutions.