Helpdesk Technician II HQ GS

Summary

This role applies basic foundation of a function’s principles, theories and concepts to assignments of limited scope. Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Exercises independent judgment within defined parameters. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts.

Key Responsibilities

• Participates as a member of an IT technical team.
• Performs basic analysis of functional or service requirements. Implements end-user or enterprise infrastructure or services as prepared by more senior
  engineers.
• Provides end user and routine or basic support of enterprise platforms and services.
• Monitors the environment and resolves issues utilizing available knowledge reference documentation.
• Monitors production schedules and ensures production jobs complete successfully without issues.
• Ensures complete and timely hand-off of incidents to other support teams as appropriate.
• Assists with enterprise-wide system maintenance and change implementation.

Typical Education

Relevant Experience

Required Certifications

Other Information

Good verbal and written communications skills. Understanding and working knowledge of infrastructure environments (e.g. operating system, security, network, voice, end user and server related applications). Understanding and working knowledge of business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance). Experience with monitoring and reacting to system events and end user / business requests. Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model. Good initiative, problem solving, priority setting, and collaboration skills. Basic organizational and analytical skills.