• Fayetteville, NC, USA
  • Hourly
  • Full Time

Medical / Dental / Vision

Position: Help Desk Technician

Type: Full Time

Location: Fayetteville, NC

Specific Responsibilities:

  • Receive customer support service requests for assistance from WAMC customers.
  • Document all requests or resolutions in EMTS, unless the EMTS is unavailable.
  • Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop
  • Install, configure and troubleshoot common Network Protocols at WAMC, to include, but not be limited to, TCP/IP and wireless protocols.
  • Install, troubleshoot and perform repairs, if appropriate, for microcomputers, terminals, mobile devices, peripherals and software.
  • Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, FAXs and other software and peripherals
  • Determine the cause of network related issues
  • Provide requested reports to the derived from information contained in EMTS, System Center Configuration Manager (SCCM) and other management software as needed
  • Provide personnel to perform backup and restore tasks to appropriate media for Client/Server Systems based on a published schedule provided by Government management personnel
  • Fully support and utilize the Automatic Call Distribution (ACD) System currently available in the facility
  • Monitor, troubleshoot, and resolve all operational and software problems associated with network and stand-alone printers
  • Perform all other Desktop support operational tasks requested that are specific to the campus environment to which they are assigned.
  • Assist in hardware tracking throughout the entire deployment. Inventories shall be maintained as equipment is introduced into the deployment area and each time it leaves the deployment area
  • Document in the EMTS and coordinate resolution of, all issues that could not be resolved during deployment at the customer site
  • Ensure that the IMD deployment area is left in operational and satisfactory condition before departing the area at all times
  • Connect all existing peripherals to deployed equipment and ensure operability before departing the customer site.
  • Keep a current inventory of all equipment removed from service and all replacement equipment
  • Upon completion of repairs, ensure that the entire system is completely operational. Workstations shall be tested both in a standalone mode, and as part of a network, if originally connected
  • Discuss proposed field modifications to equipment with the IM leadership and if required, submit an estimate of the cost for parts
  • Provide Tier II technical and security customer service and support to users regarding all facets of In and Out processing
  • Setup and maintain Active Directory account restrictions and user rights
  • Ensure password controls and procedures are followed.
  • Create user accounts, allocates drive space, and establishes drive connections
  • Coordinate with other site administrators to transfer accounts for personnel changing duty stations

Requirements (education/experience/certifications):

  • Must obtain and maintain a National Agency Check with Local Agency and Credit Check (NACLC) clearance authorization
  • Microsoft Certified Professional/Microsoft Technology Associates (MCP/MTA) and 3 years' experience or 4 years' experience working of the current desktop Microsoft Operating System and other software being utilized at WAMC, as evidenced by experience or course completion
  • Have complex and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a large critical environment, preferably medical
  • Experienced in the use of an EMTS, preferably Remedy
  • Experienced in all facets of workstation maintenance and support
  • Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
  • Possess a working technical knowledge of products in use or being considered for use at WAMC, including, but not limited to, SCCM/OSD/SUS, WSUS, EMTS, Dameware, Remedy, and Microsoft Active Directory
  • Familiar with supporting wireless communication devices such as pagers, cell phones, and Blackberry's
  • Must be able to obtain and maintain a government driver's license
  • Familiar and competent working with the following: Active Directory Services, Dynamic Host Configuration Protocol (DHCP), TCP/IP, Windows Office, Windows XP, Windows 7 and Active Directory Utility tools
  • Maintain an active CAC Trusted Agent (CTA) account
  • Able to work in a deadline oriented environment is essential
  • Able to adapt to changing work efforts, manage impact of shifting priorities, and resolve technical issues as they occur.
  • Ability to work collaboratively in a diverse, team environment. Excellent verbal and written communication


INTER-OP provides a diverse range of support services to both government and corporate clients. We are a veteran owned company that is dedicated to providing an extremely high level of service to our clients as well as an outstanding work experience for our employees. We are proud to be an Equal Opportunity Employer and we value diversity in our workforce.

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