Help Desk Support Specialists at this level of function provide help desk support for end users and provide technical support in installing and configuring computer hardware and software programs. Specialists at this level perform routine troubleshooting. This is a professional and highly visible position that will provide support to approximately 175 end users in two locations within the DC metro area.
To qualify at the CL-24 level: One year of specialized experience equivalent to work at the CL-23 level. High school graduation or equivalent and two years of general experience. Specialized experience is progressively responsible experience in or closely related to the work of the position that has provided the knowledge, skills, and abilities to perform the duties of the position successfully. Preferred Qualifications: The court requires the candidate to have a bachelor's degree in computer science or a related field. Five (5) years of specialized experience which demonstrates working knowledge, skills, and abilities to successfully perform the duties of the Help Desk Support Specialist may be substituted for the degree requirement. Applicants with court experience are strongly encouraged.
Respond to help desk calls and e-mails, log computer problems, and assist with routine problems; problems that are not quickly resolved are escalated to the next level. Assist with web access. Provide information and assistance to users on applications such as word processing and data entry. Assist with creating user accounts and providing end user training. Create and run reports. Install or assist in the installation of upgrades or new or revised off-the shelf/desktop releases. Set up, configure, install, and document hardware and software. Provide support for mobile computing devices and remote access. Confirm that back-ups are run. Perform inventory control duties. Perform basic system support for telephone systems. Provide cabling support. Other duties as assigned.