Helpdesk Technician

Job Summary

Provide technical assistance and troubleshooting related to personal computer (PC) software & hardware and telecommunication services, including connectivity, to all LM and LMS employees, subcontractors, and affiliates.

What are the primary responsibilities and essential functions of this position?

• Efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to

address requests.

• Thoroughly and accurately document all activity in the organization’s trouble-ticketing system.

• Troubleshoot issues presented in a timely and accurate fashion.

• Provide end user training and assistance where required.

• Collaborate with other IT support personnel for topics beyond the scope of first level support.

• Ability to independently organize own work to meet established objectives, using discretion in performing duties.

• Consistently provide polite, professional, and patient telephone support for a wide-range of technical support

needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

• Work with end users to identify and deliver required software and hardware service via telephone, email, and in-

person interaction.

• Troubleshoot issues presented in a timely and accurate fashion.

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware,

networked peripheral devices, and telecommunications services.

• Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for

complex PC issues.

• Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.

• Maintain up-to-date knowledge of relevant software and hardware products.

Theoretical and practical knowledge of software and hardware

and exposure to assisting others with needs related to the topics.

Professional level of language skills, mathematical skills, communication skills, reasoning ability, and computer skills necessary to perform essential functions of the job.

Technical knowledge that is required to perform position:

• Excellent technical knowledge of network operations and PC hardware and peripherals.

• Comprehensive working knowledge of computer systems and commonly used software, specifically current versions

of Microsoft Windows and Office suite of products.

• Capability to quickly grasp support requirements for software and processes specific to the user-operating

environment.

REQUIRED software proficiency: Microsoft Windows up to and including current version; Microsoft Office up to and including current version.

High school diploma or equivalent required. Five (5) years job related experience is required. Position may require travel. Position may require the ability to pass and maintain a security clearance.