Senior Help Desk Technician II
Employment Type: Full Time

Department: Help Desk

Skills and attributes for success:

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troubleshooting/support

Remote User setup/support/troubleshooting

End-user training

Creation of procedural documentation

Creation of spreadsheets/databases for tracking purposes

Record and update required information for all IT-related tickets utilizing ITIL

Creation of Incident work-log entries

Accurately answer user support questions of software and hardware in the EOUSA office environment

Maintain Account Management forms for new and departed users per Government policy and procedures

Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices

Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc. using spreadsheets





Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g. e-Mail, Microsoft Office, etc) and how to access available research database applications

Submit weekly status reports and monthly surveys

Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface

Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions

Qualifications:

One year or more Adobe Connect or related online meeting center set-up experience. Non-Required, advantageous additional knowl

📌 Remote Senior Help Desk Technician Ii (Madrid)
🏢 Contact Government Services
📍 Madrid