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Government Contracting, Information Technology, Cybersecurity, Cloud Services

Tier 1 Helpdesk

RemoteRemoteFull TimePosted 22 days agoVisa sponsorship available

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Required skills

  • Tier 1 Helpdesk
  • IT Support
  • Windows
  • Microsoft Office
  • PC hardware
  • Server hardware
  • Ticketing system
  • Customer service
  • Technical support
  • Enterprise environment

Nice to have

  • remote access
  • VPN
  • cable plant redesigns
  • preventive maintenance

Role summary

FTC is seeking a Tier 1 Helpdesk technician to provide IT support services for the Department of Labor, Bureau of Labor Statistics (DOL BLS). This role involves providing technical support to approximately 3,000 clients, both in-person and remotely, via phone, email, or remote access. Responsibilities include diagnosing and repairing PC and server hardware, configuring Windows workstations, managing equipment inventory, providing end-user support for operating systems and applications, maintaining system logs, installing and configuring hardware, and performing basic account management. The ideal candidate will have strong attention to detail, excellent customer service skills, and experience supporting Microsoft Windows client operating systems and enterprise environments.

Who we are:

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.

We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

FTC supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities:

  • Diagnoses cause of PC and server hardware problems/failures and repairs/replaces/adjusts faulty PC and server hardware components.
  • Follows established procedures to image and configure Windows workstations.
  • As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.
  • Provides in-person, by telephone, or remote technical support to users connected to the network or through VPN.
  • Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
  • Maintains records of contacts and system problem/resolution logs for trends analysis.
  • Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
  • Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.
  • Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
  • Performs preventive maintenance.
  • Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.
  • Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
  • Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
  • Responsible for logging and tracking incident and problem issues in the ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

    • Skills and Experience:

  • Attention to detail
  • Ability to document in the help desk application and other tools
  • Excellent customer service
  • Providing technical support on an enterprise environment with over 100 users
  • Supporting Microsoft Windows client operative system
  • Diagnosing and resolving PC and printer problems

    • Education:

  • High School or Equivalent

    • Why Tria?What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

    As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

    California Consumer Privacy Act (CCPA)

    We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.

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