Help Desk Specialist

Description

This position supports the Transportation Security Laboratory (TSL), which is a part of the Department of Homeland Security. The main responsibilities of the position are serving as the first line of technical support for TSL staff; receiving, troubleshooting, and resolving user requests and incidents related to workstations, peripherals, standard office applications, and TSL-specific systems; documenting support activities; and coordinating with the System Administrators and other IT staff to ensure timely resolution of issues and continuity of operations.

• Provide front-line technical support to TSL users, including troubleshooting and resolving issues related to desktops, laptops, printers, basic network connectivity, standard office applications, and TSL-supported tools, escalating complex issues as needed.
• Assist with hardware lifecycle activities such as workstation setup, imaging, basic configuration, peripheral installation, and coordinating repairs or replacements for end-user equipment.
• Log, track, and update all user requests, incidents, and service activities in designated ticketing systems and tracking logs, ensuring accurate documentation and timely communication with users.
• Support the creation, updating, and maintenance of end-user focused standard operating procedures (SOPs), quick reference guides, and knowledge base articles for common issues and routine tasks; ensure any materials containing Security Sensitive Information are handled and distributed in accordance with applicable controls and restrictions.
• Provide basic support for software tools and utilities, including assisting users with off-the-shelf applications such as Excel, Access, PowerPoint, email, and other DHS applications; support account setup, password resets, and basic access changes in coordination with the System Administrators.
• Assist with user onboarding and offboarding tasks, including workstation preparation, initial access setup, and collection of IT equipment, while maintaining accurate electronic and paper records of IT assets and support activities.
• Troubleshoot and resolve Cisco AnyConnect and VPN connectivity issues in a highly mobile user environment. Manage and apply certificates, including basic certificate troubleshooting and deployment.
• Utilize working knowledge of Group Policy, Active Directory, SCCM, and the Windows Registry to diagnose and resolve user issues.
• Support connectivity and troubleshooting functions related to TSL Headquarters mandates by performing initial diagnostics, gathering relevant information for escalation, and coordinating with the System Administrators and other IT personnel to help restore services.

Requirements

• Must be a US Citizen