Helpdesk Specialist

Experience: Minimum 5 years of experience as an Enterprise Services Desk Specialist. Responsible for providing highly technical expertise in enterprise systems and cloud systems (ie M365, AWS, Google platforms). Provides help desk support on IT Hardware and Software Systems and Applications. Accurately records and tracks calls using help desk software.

Requirement

• Help Desk Support Services via on-site (in person), remote, telephone, and email, including support for specialized software and peripherals for Section 508 compliance.

             Note – The Helpdesk services cannot be located outside of the USA.

• Respond to and provide troubleshooting, technical support and resolution of support requests for desktop, laptop, tablet, mobile device applications, and printers.
• Troubleshooting and resolving issues with USAB desktop software applications, including Microsoft Office 365 Applications, VPN software, and other agency’s applications.
• Performing proactive and preventive maintenance of desktop, laptop, tablet, and mobile devices to apply necessary changes to configuration, application of patch updates, etc.
• Ensuring that desktop, laptop, tablet, and mobile devices security settings are configured in accordance with Chief Information Security Office (CISO) guidance. This includes, but is not limited to, access control, audit, and network configuration settings.
• Ensuring appropriate anti-virus detection and response mechanisms are employed and maintained on Access Board computers and mobile devices.
• Performing data backup and recovery actions to protect critical data stored on USAB computers.
• Deploying standard disk images of USAB computers, mobile devices and maintaining settings for operating system configuration, web browser configuration, application configuration, computer, and mobile device security.
• Revise the standard configuration to incorporate new changes to computer, and mobile device configuration on a periodic basis.
• Documenting and maintaining standard hardware, operating system, and software configurations for USAB-owned computers, and mobile devices, and ensuring that all fielded devices remain consistent with the standard configurations.
• Managing the deployment of new computer, and mobile devices, the reconfiguration and redeployment of previously used computers, and mobile devices, and the retiring of old desktop, laptop, tablet, and mobile devices.
• Coordinating configuration changes via the defined Change Configuration Board (CCB) process.
• Provide hands-on and technical support for 2 conference rooms. This task will include conference room setup for equipment/software, troubleshooting of the equipment/software used to run the conference room(s), and coordinating repair(s) with the hardware support vendor (as needed). To assist with formulating the support plan, USAB supported approximately four (4) such meetings in 2024.
• The Contractor shall provide deskside support between the hours of 8:00am and 5:00 pm EST, Monday through Friday, with an on-call capability for limited urgent needs support for USAB VIP users.