IT Helpdesk Specialist - Bowhead / UIC Technical Services

IT Helpdesk Specialist (HHSIT-2023-19388):

Bowhead seeks an IT Helpdesk Specialist to provide support via the IT Help Desk to FDA employees across six (6) regions in the United States: Mid-Atlantic, Northeast, Southeast, Southwest, Central, and Pacific. They will be Providing the full range of technical support, project management, and call center management services necessary to manage and maintain a multi-tier IT helpdesk call center to support Intel-based systems running Microsoft Windows XP , Windows 7, Apple OS X/iOS, mobile technologies and any future upgrades to these operating systems or hardware products for FDA office locations worldwide.

Job duties include but are not limited to:

• Install, connect, configure, upgrade, troubleshoot, diagnose, and repair hardware and software for desktops, laptops, mobile devices (e.g., blackberries), and peripherals (e.g., printers, scanners, etc) to include imaging/reimaging PC or Macs using an FDA supplied image for Break/Fix issues and loaner laptops. 
• Break/Fix includes not only user generated tickets, but also tickets generated by other processes (i.e unsuccessful patches, software installs for less than 50 users etc.).
• Hardware upgrades include adding memory, storage devices, removable storage media, DVD-ROMs, network interface cards, etc. Software support includes operating systems, application software, utility software, and FDA procured/developed standard system software.
• Diagnose and resolve routine hardware and software issues
• Provide incident and problem management for all issues reported to the Help Desk by creating, updating, and managing requests
• Ensure proper closeout of tickets once resolution has been confirmed

• AA or AS required, Bachelors Degree in Computer Science or Information Technology preferred.
• 2+ years of experience as IT Help Desk Specialist
• CompTIA A+ Certification a plus

Physical Demands:

• Must be able to lift up to 15 to 25 pounds 
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically

SECURITY CLEARANCE REQUIREMENTS: Must currently hold a security clearance at the Public Trust level.  US Citizenship is a requirement for Public Trust clearance at this location.

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