Job Description:

6-10 years of experience.  Responds to and diagnoses problems through discussion with users.

FHV is seeking a contractor to provide help desk and general support for hardware and software including managing the  on-boarding and off-boarding of staff with equipment and technology access, IT asset inventory, mobile devices and telecommunications. Other duties as assigned.

CONTRACT JOB DESCRIPTION

Responsibilities:

• Responds to and diagnoses problems through discussion with users.
• Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Supervises operation of help desk and serves as focal point for customer concerns.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:

• Bachelor’s degree in Information Technology or related field or equivalent experience.