Help Desk Technician

Description:

MSM Technology is seeking a Help Desk Technician to support the U.S. Department of Housing and Urban Development (HUD) by providing Tier I/II IT help desk support for HUD's infrastructure between the hours of 6am – 9pm EST (8-hour shift only). This role involves managing IT troubleshooting tickets, escalating issues as necessary, and ensuring ticket closure according to established Service Level Agreements (SLAs) and ticketing system protocols. This technician will also contribute to solutions for complex technical issues and support operational IT functions across various HUD sites.

• Provide Tier I/II IT Support: Assist HUD employees with technical issues, including basic troubleshooting for hardware and software.
• Ticket Management: Create, manage, escalate, and resolve IT service tickets following HUD’s service level agreements and ticketing system guidelines.
• Documentation: Document issues, troubleshooting steps, and resolutions accurately for future reference and knowledge sharing.
• Customer Support: Offer timely and professional responses to customer inquiries and issues.
• Technical Guidance: Work collaboratively with Tier III teams and escalate issues beyond Tier II when necessary.
• Continuous Improvement: Contribute to process improvements, knowledge base updates, and team training as required

Requirements:

• Microsoft Word and Service Now user with troubleshooting experience
• Helpdesk call experience (IT preferred, but not required)
• Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May aid concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• JUNIOR: 0-2 years’ experience. Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.