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Detailed Job Description:  

• Specialists perform basic troubleshooting of network connectivity and infrastructure issues. -Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.  
• Basic troubleshooting of LAN/WAN issues -Remote troubleshooting of desktop issues.
• Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Dell KACE).
• Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
• Proactive responsiveness to time sensitive issues. -Escalate complex issues as necessary.
• This is a diverse business process environment that requires independent critical thinking.
• The Desktop Support Specialist provides day to day help desk support for the customer base of the Department of Justice (DOJ).
• Responsible for the execution of DOJ Service Desk contact, problem, incident and request management policies and procedures.
• Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents.
• Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
• Responsible for logging incidents and problem resolution activities into a computerized tracking system.
• Responsible for maintaining a robust and accurate knowledge base repository.
• Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support. Responsible for generating help desk related performance statistics, as required.

Experience required: 3 Years