Help Desk/User Support Specialist

Location: Washington, DC
Date Posted: 03-28-2018
Help Desk/User Support Specialist (Litigation Support)
Location:    
Washington, DC

Resume in Word with 2 pages maximum

Prior teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications strongly preferred.

General Responsibilities/Duties

Usually supervised by Help Desk Supervisor.  Provides telephone help desk and on-site support to end users.  Applications supported will be chiefly litigation support applications, but may also include other office applications such as word processing, spreadsheet, presentation, and graphics packages.  Provides assistance in using hardware and software.  Performs help desk functions, such as answering and responding to user phone calls.  Assists users in constructing simple queries and reports and helps solve routine problems related to accessing databases.  Installs and troubleshoots litigations support packages on user desktops.  Provides basic and advanced training in database access and usage.  Organizes, prepares, schedules, and conducts training sessions.  Training will most often be user level training for specific databases or specific software packages, including word processing and other office automation packages.  Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.  Prepares training approach and materials. Arranges for use of training facilities, for access to appropriate applications, etc.
 
Specific Duties/Responsibilities
  • IT Asset Inventory Management – this includes maintaining an accurate inventory of all IT assets including PCs, Laptops, Tablets, iPhones, Servers, Network devices, etc.  All IT assets need to be maintained in a centralized database as well as a smaller distributed system.  Inventory updates must be performed as hardware is deployed, location changed, replaced, lost, repaired, etc.
  • End-User IT Support – this includes assisting users in their office with issues such as faulty hardware, swapping failed hardware items such as monitors, keyboards, etc.  Some limited software trouble-shooting may be required as well such as resolving application errors and helping with minor configuration issues.
  • iPhone Assistance and Management – Support end-user trouble calls with iPhone issues.  Setup iPhones for new employees and provide minimal training when the device is provided to the employee. 
  • Laptop/Tablet Assistance and Management – Support end-user trouble calls with Laptop/Tablet issues.  This support includes demonstrating proper use of these devices when in the office as well as when the user is traveling and needs to connect back to network resources.
 
            (b)  Qualifications.  Experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users.  Certain applications may require certification by the software provider.  Prior teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications strongly preferred.  Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.  Prior experience in automated litigation support preferred.  Experience with DOJ office automation environments extremely helpful; should be an expert user of the Government's word processing, spreadsheet, and email systems.  Excellent oral and written communications skills required.  Pleasant telephone manner important. Undergraduate degree valued.
 
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