Junior Help Desk Technician

Tampa, Florida
02 Sep 2016
22 Nov 2016
Contract Type
Full Time
This is a Part Time position.

Junior Help Desk Technician Job Description:

Functional Responsibilities: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is familiar with industry standard desktop operating systems and office automation software suites.

Specific Responsibilities: Junior HDTs must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. Junior HDTs must have experience troubleshooting core services (file, e-mail, print, web, portal and transport). Junior HDTs should be qualified to perform the following functions:
  • Serve as the initial point of contact for resolution of desktop/laptop related problems in a 56,000+ customer enterprise.
  • Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
  • Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.
  • Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world.
  • Monitor network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary.
  • Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
  • Ability to install, maintain and troubleshoot network, system and application issues.
  • Knowledge of workstation hardware and Microsoft Technologies.
  • Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems.
  • Monitor secure and non-secure networks 24X7 and escalate incidents to system administrators, network
  • administrators, computer security administrators and management teams for resolution. Must be familiar with Dameware and Terminal Services is required.
Minimum Education/Experience Requirements: Two (2) years of college and four (4) years of directly relevant Information Technology Service Desk experience (Professional Certifications may substitute for up to 1 year experience) or six years experience in lieu of education.

Required Certifications: CompTIA A+ or Network + obtained piror to start date. Must achieve HDI Certification within 30 days of hire.

Preferred Certifications: MCSA, MCP, CompTIA Security+ and ITIL V3 Foundations.

Work Hours: 24x7 Days, Mids and Late shifts to include weekends and holidays.

Secret clearance with ability to obtain TS/SCI required.

Essential Functions

Work Environment

Work will be performed in a cubical environment inside a large facility.

Physical Requirements

Sitting at desk. Phone use and PC or laptop. Filing required. May require lifting and carrying boxes of supplies or files up to 25 lbs. Extended periods of sitting while on PC/laptop or phone.

Equipment and Machines

General office equipment, which includes: telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment.


Work assignments dependent on requirements by the client.

Other Essential Functions

Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be well organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must be able to communicate effectively, both verbally and in writing. Must be able to interface effectively with individuals at all levels of the organization. Grooming and dress usually business casual, but dependent on client's standards. Must not pose a safety hazard to employees working in the same general area.

The position for which you are applying for requires a US government security clearance. This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country.