Intermediate Help Desk Technician
Core
Intermediate Help Desk Technician providing first-level IT support, incident management, and endpoint troubleshooting for government users in a classified Federal environment.
Role type
Intermediate IC help desk technician
Builds
IT service management processes and user support workflows
Domain
Federal IT / Cybersecurity
Deliverable
client delivery
Required skills
incident management, endpoint troubleshooting, ticketing systems, access control, escalation procedures, classified environment compliance
Preferred skills
ITIL practices, executive/VIP user support, mobile device support, VTC support
Technologies
enterprise ITSM platforms, remote-support tools, monitoring tools, knowledge-management tools
Responsibilities
Receive, document, categorize, prioritize, and track incidents and service requests; Provide phone, walk-in, and ticket-based first-level support; Troubleshoot end-user hardware, operating systems, applications, peripherals, mobile devices, and connectivity; Resolve incidents within assigned authority and escalate unresolved issues; Support account and access requests and authentication issues; Provide responsive support to senior leaders and executive users; Assist with outage and major-incident response; Monitor queues and dashboards to ensure performance standards; Create and maintain knowledge articles and troubleshooting procedures; Identify recurring problems and provide data for service improvement; Protect classified and sensitive information and comply with cybersecurity requirements