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Helpdesk Support Technician
Job Code:2019:0403-004
Location:Greenbelt, MD
FT/PT Status:Full Time
Business Sector:Information Technology Solutions
  
Job Description

SUMMARY:    

Responsible for supporting, troubleshooting, and assisting in resolving issues with applications, systems, and equipment used by NASA Information and Logistics Management Division and Goddard Space Flight Center resources.

DUTIES AND RESPONSIBILITIES:    

  • Provides technical support and responds to all assigned Help Desk tickets and Change Requests; troubleshoots and resolves reported user incidents and fulfilling user requests.
  • Monitors Work Information Tracking System (WITS) entries for accuracy and completeness, and ensures all procedure books, configuration diagrams, maintenance agreements and other required documentation are maintained. 
  • Follows and executes documented processes, answering incoming user calls, routing tickets for approval, and provides technical assistance for customers and application analysts.
  • Independently troubleshoots a variety of hardware/software problems, and resolves in a timely manner.  Makes recommendations on operational procedures and enhancements.
  • Provides onsite support and remote support with approved NASA tools.
  • Assists in maintaining technical and training documentation, to include the development and publication of standard operating procedures for systems and processes.
  • Coordinates with other Agency resources to help resolve network problems or issues.
  • Responds to critical after hours support issues as required.
  • Assists in supporting and complying with internal and external audits and performs Computer Emergency Response Team actions. 
  • Maintains technical proficiency as new IT technologies are implemented. Keeps abreast of new and developing IT technologies and makes recommendations, as appropriate, to improve or correct department’s services and system performance.
  • Documents any changes to Standard Operating Procedures to ensure the continued operation of the systems; maintains hardware/software inventories.
  • Must be punctual, detailed-oriented and have excellent written and communication skills. Excellent customer service skills. 
  • Must be self-motivated and able to work with minimal supervision.
  • Must be adaptable, flexible, and able to adjust to new or changing instructions.
  • Ability to communicate effectively in both written and verbal form and with all levels of employees; possess good interpersonal skills.  
  • Performs other duties as assigned.

 

Qualifications

SPECIFIC/PHYSICAL REQUIREMENTS:  

Able to lift computer hardware weighing 50-75 lb.

EXPERIENCE:  

  • Five years’ minimum experience in supporting web-based applications in a Help Desk Call Center environment.
  • Experience supporting users of Microsoft Windows 7, Windows 10 and MAC OS X.
  • Experience scripting, executing, and debugging Oracle and SQL Server SQL queries.
  • Experience with Microsoft Office applications including but not limited to Word, Excel, PowerPoint, Outlook, Access, and Visio.
  • Experience with SAP Material Master, Logistics, Warehouse, Equipment, and Inventory functions desired.
  • Experience with the following systems and applications desired: FoxPro, FileMaker Pro, Extensis Portfolio, and Adobe Creative Cloud.
  • Due to the nature of this position, and the requirement for extended coverage, this position may be required to work hours outside of a regular schedule.

 

EDUCATION:   

Bachelor’s Degree in Information Systems or related field 

 

Other Job Information (if applicable)
TRAX is committed to an inclusive and diverse workplace that values and supports contributions of all individuals.  TRAX is an equal opportunity employer of minorities, females, protected veterans, and individuals with disabilities.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, familial status, pregnancy, ancestry, national origin, handicap, gender identity or expression, protected genetic information, disability status, protected veteran status, or any other characteristic protected by law.