Service Desk Administrator/Help Desk Specialist - DOJ EOIR End User Support

Responsibilities

• Monitor incoming service desk calls and emails, delivering timely technical assistance to users
• Route and triage tickets, escalating to appropriate teams or leadership as needed
• Maintain detailed work notes on every ticket throughout its lifecycle until resolution or escalation
• Provide status updates to end users and stakeholders when requested
• Move, configure, and install IT hardware for customers
• Diagnose and repair issues with peripheral devices
• Install, troubleshoot, and resolve software requests and problems
• Offer desk-side end user support when required
• Update and document inventory changes as they occur
• Perform additional duties as assigned

Requirements

• Ability to obtain a DOJ Public Trust clearance prior to start date
• Minimum of 1 year of professional experience in Information Technology or a closely related field
• Proven experience supporting enterprise hardware, software, and peripherals, especially Microsoft Office; experience assisting users via phone, email, or in person
• Knowledge of Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
• Experience using a trouble ticket management system
• Strong written and verbal communication skills for collaboration with teammates, end users, VIPs, managers, and client contacts
• Ability to work independently with minimal supervision and perform well in a fast-paced, service-oriented environment
• Must be able to work an eight-hour shift within the 6:00 AM to 8:00 PM window as assigned

Technologies

• ServiceNow
• Microsoft Windows 10
• Microsoft Office

Benefits

• Health, Dental and Vision insurance
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks of Paid Time Off

Work Environment and Physical Demands

• Function in a general office setting
• Must be able to remain stationary for up to 50% of the time; regular movement around large immigration courts campus to provide hands-on support
• Ability to lift and move IT equipment weighing up to 50 pounds