Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics.
Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applications/systems.
Provides end-user software troubleshooting and support to USPTO internal and external users/customers.
Applies diagnostic techniques to identify problems; investigate root cause analyses; and recommend solutions using Remedy 7.6 IT Service Management Suite.
Provides troubleshooting and support for over 200 customized applications supporting over 10;000 users.
Assists in the administration of remote user workstations and resolution of remote connectivity issues; as needed.
Provides help-desk and email support for local and off-site users.
Maintains current knowledge of the Windows 7 desktop environment; networking; access technologies; and applications supporting USPTO users.
Installs; configures; and upgrades computer hardware and software; as needed.
Participates in special projects; as needed.
REQUIRED QUALIFICATIONS:
1-3 YEARS of directly related experience supporting HELP DESK operations; preferably supporting a large-scale government customer. Experience providing technical support for microcomputer hardware; networks; account administration; and office automation software via telephone; as appropriate
Associate's Degree in Computer Science/IT or related field plus 2 years of full-time work experience, at least 1 year of which must be supporting IT. In lieu of the A.S. degree, a candidate must have 4 full years of full-time work experience, at least 3 years of which must be supporting IT.
Must possess basic skills to support configuration and troubleshooting of MS Windows
Candidate must be able to obtain and maintain a Public Trust after starting work which involves a stringent background investigation by the customer to reveal all arrests within the last 10 years; even if dismissed.