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Helpdesk – Midlevel
Ref No.: 18-05925
Location: Washington, District of Columbia
Start Date: 08/23/2018
Job Description
Job Title Helpdesk – Midlevel
Client U.S. Department of Transportation
Place of Performance
  • 395 E Street, S.W., Washington DC 20423-0001.
  • Remote locations for the performance of some work under this Statement of Work may also occur with written permission of the STB.
Resume Due 08/24/2018
Number of Positions 1
No of Resumes 2
Period of performance 1 base and 4 option years, total 5 years
US Citizen U.S citizen
Work hours 40 hours per week
Pay rate $33 to $40

Description:
The scope of this Order is to provide IT services that will support the Board's efforts to provide IT support to users and complete its IT Modernization efforts.

Duties:
  • Respond to and resolve Tier 1 and 2 user requests for IT support. Requests may be made in person, by telephone or email. User assistance requests which cannot be resolved shall be escalated to a Subject Matter Expert (Level 3 Support).
  • Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
  • Log all requests and resolution status in an STB designated system.
  • Perform administration services such as creating, changing and deleting end-user accounts.
  • Install, configure, set up, and troubleshoot all hardware and software components with existing systems and other system interfaces, and test for system functionality.
  • Reconcile documentation for equipment issues and turn ins.
  • Update and maintain hardware asset management list for end user laptops and workstations and report any discrepancies to CIO.
  • Identify computer or other equipment shortages and notify CIO.
  • Provide orientation and guidance to users on how to operate new software and computer equipment.
  • Maintain normal office staffing onsite at the STB during core hours (8:30 am to 5:00 pm), Monday to Friday.
  • Provide user support for configuration and administration of specialized technologies as identified by the government.
  • Organize and schedule upgrades and maintenance.
  • Apply appropriate security measures consistent with approved security standards.

Required Minimum Qualifications:
  • Bachelor's Degree in Computer Science, engineering or relevant field experience or Certification as IT Technician is preferred (e.g. CompTIA A+, Microsoft Certified IT Professional).
  • Minimum of three years of proven experience supporting users as an IT technician.
  • The work requires skill in the use of a number of common, commercial software applications to perform the tasks described herein.
  • Specifically, the Contractor shall be skilled in the use of personal computers and networks and proficient in Microsoft Windows and the Microsoft Office (Excel, PowerPoint, Access) suite programs.
  • Additionally, the Contractor shall be capable of acquiring skills in specialized software applications that are in use at the STB.

Required Skills:
  • Excellent diagnostic and problem-solving skills.
  • Excellent communication ability.
  • Outstanding organizational and time-management skills.
  • Good understanding of diverse computer systems and networks.
  • Good knowledge of internet security principles.