Help Desk Support Services Specialist Senior on GSA STARS II Small Business IDIQ provide help and advice to people and organizations that use computer software or hardware. They work in the IT department of their organizations and help IT personnel to analyze, troubleshoot, and evaluate computer network problems. They play an important role in routine maintenance of their organization’s networks such as backing up files on the network that is essential for disaster recovery efforts. Assist enterprise computer users through phone, email, or personal visits. Work under network and computer systems administrators, who take on more complex tasks. Have bachelor’s degree in Public relations, computer science, Public Administration or any other certifications in related fields. Possess advanced knowledge of computer systems, including circuit boards, software and hardware, databases, memory modules, processors, office applications, and operating systems. Have knowledge and understanding of computer software systems, including databases, office applications, operating systems, help desk programs, and remote access systems. Have excellent analytical and diagnostic skills, with the ability to troubleshoot complex hardware and software problems using analytical and process-oriented approach. Have experience helping customers on the phone, live chat, email, social media, and via web forms. Provide technical assistance to various groups of computer users, responding to phone and email requests for help. Help users remotely and can also make visits to the site so to resolve more complicated problems. Render their services to large software companies or support services companies and advise clients on how to use business-specific programs to solve many IT issues. Work in call centers and answer simple questions from non-commercial clients too, following customers through the basic steps of reestablishing an internet connection or troubleshooting home IT products such as a Wi-Fi router. May interact with network service providers, software systems engineers, and/or applications developers to restore service and/or identify and correct core service problems. Simulate or recreate user problems and recommend systems modifications to reduce user problems. Escalate more complex problems to the senior level.
CLIN 55 Help Desk Support Services Specialist Senior
$79.52 / Per Hour
Help Desk Support Services Specialist Senior on GSA STARS II Small Business IDIQ under general direction, provides second-tier support to end users for either PC, server, or mainframe applications and hardware. Handles problems that the firsttier of help desk support is unable to resolve. May 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. Maintains currency and highest level of technical skill in field of expertise.