United States Department of the Interior

Program: United States Department of the Interior - Bureau of Land Management

Program Description

The position is in the Directorate of Information Management and Technology, Enterprise Desktop Support Division. Employee will work on site at the National Operations Center and/or the Colorado State Office on the Denver Federal Center providing customer service and tier 1 desktop support. The employee will gain experience troubleshooting Windows operating systems, software such as ARCGIS, Microsoft Office, and Adobe Acrobat; Installing Windows operating system using Microsoft Endpoint Configuration Manager; troubleshoot printers and peripherals; and inventory management. Employee will work with a team of 6 to provide customer service to over 500 employees on site and remotely across the country.

Job Description

Performs routine and recurring assignments in identifying and resolving recurring and routine Information Technology issues and problems as they arise. Diagnoses and resolves recurring problems in response to customer reported incidents; and reports, responds to, and resolves customer requests. Presents formal and informal training, guidance, and assistance to customers. Provides routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance. Installs, configures, and tests software on customer workstations; and installs, configures, upgrades, and troubleshoots hardware and software components. Assists teams responsible for planning and delivering a full range of customer support services to the organization. Participates in evaluating effectiveness of customer support services and provides feedback on impacts of proposed IT initiatives to services. Installs, configures, and tests Windows operating system on customer workstations. Troubleshoot Windows operating system on customer workstations. Resolves a full range of customer problems and maintains relationships with customers with diverse needs. Provides moderately technical or complex information about products and services. Assess customers’ needs, provides information or assistance to resolve their problems, and satisfy their expectations, providing quality products and services. Works and communicates with clients and customers (e.g., any individuals who use or receive the services or products that your work unit provides. Including individuals who work in your agency or in other agencies or organizations outside the Government) to satisfy their expectations. Committed to quality services. Diagnoses and resolves routine problems for a wide variety of applications, operating systems, proposals, and equipment. Maintains problem tracking and resolution databases and monitors reported problems for possible trends. Installs, configures, troubleshoots, and maintains common customer hardware and software. Assists end-users with access and usage problems; installation and deployment of operating systems; and developing operating procedures. Performs site surveys and configuration designs and developing reports for use by the organization.