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Job Title	Help Desk Technician Level I
Date Posted	08/14/09
Job Function	Responsibilities shall include but are not limited to, perform Level I customer assistance in support of problem tracking and resolution. The incumbent shall answer phone calls, initiate problem tickets, document problems, and resolve issues when practical or escalate problems to Level II support personnel. The incumbent works under the supervision of the Operations Manager and close technical supervision of the Level II technician. Salary: $18-21/hour
Requirements	Two years providing customer assistance and problem tracking in IT environments similar to USSS employing LAN/WAN technology, Internet browsers, IBM mainframes, and PC based user products. The incumbent shall have working knowledge of PC hardware and associated components, two years of experience using and supporting problem tracking software such as HEAT or REMEDY, 3270 emulator software such as BlueZone, IBM system applications such as TSO/ISPF, knowledge and experience using Outlook, Microsoft Word, Excel, and Power Point.
Education	Trade School Graduate* IT related curriculum * Two years of additional relevant experience may be substituted for the trade school graduate requirement.
Years Experience
Location	DOWNTOWN DC
EEO status	AA/EOE A/F/D/V
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