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Logistics Systems Inc

Helpdesk Specialist

Logistics Systems Inc

Location
Onsite (Washington, District of Columbia)
Compensation
$40k - $55k/yr
Employment
Full-time
Level
Entry Level
Posted 2 weeks ago

About the Role

Logistics Systems Inc is a Service Disabled Veteran Owned Small Business providing IT and logistics solutions to federal agencies. This role offers Level 1 technical support for a wide range of baseline and non-baseline applications, hardware, and peripherals.

Skills

Help desk support Hardware troubleshooting Software troubleshooting Remote access software Printer maintenance Call center operations Technical support Microsoft Office VPN support Incident tracking Peripheral equipment support Video conferencing support Remedy Customer service

Full job details

Responsibilities:

  • Direct help desk support provided during the initial telephone or email contact. 
  • Accurately and efficiently resolve the maximum number of fielded calls possible with Level 1 support.
  • Serve as the central point of contact for ENRD personnel for the immediate resolution or referral of all user-generated hardware and software information technology issues throughout ENRD. 
  • Answer basic and complex questions about the Baseline applications (listed below) on ENRD Computers 
  1. ActivID ActivClient
  2. Adobe Acrobat Pro 2023
  3. Cisco AnyConnect Secure Mobility Client:  Critical software for offsite VPN connection. Scheduled to be replaced by Zscaler.
  4. Cisco WebEx Meetings
  5. EPA Enforcement Economic Models
  6. Esri ArcReader
  7. Google Chrome
  8. Google Earth Pro
  9. IBM BigFix Client
  10. Lexis for Microsoft Office
  11. LexisNexis CaseMap
  12. LexisNexis NoteMap
  13. LexisNexis Sanction
  14. LexisNexis TextMap
  15. LexisNexis TimeMap
  16. Microsoft Office (Outlook, Word, Excel, PowerPoint)
  17. Microsoft Teams
  18. OpenText eDocs DM
  19. PSR Viewer
  20. Pure Edge Viewer
  21. Relativity Web Client
  22. Relativity Web Client Manager
  23. Rumba
  24. Seiko Smart Label Printer
  25. SmartDraw 2020
  26. Stenograph CaseViewNet
  27. Thompson Reuters Drafting Assistant
  28. Thompson Reuters E-Transcript Bundle Viewer
  29. Zscaler
  30. Zoom
  • Act as call center and re-director for Non-Baseline applications (listed below) on ENRD Computers:
  1. CaseSoft Apps - CaseMap, TimeMap, NoteMap, TextMap
  2. DataFlight Apps - Concordance, Opticon
  3. FileSurf
  4. IPRO
  5. LawPack
  6. Lexis
  7. LiveNote
  8. Microsoft Access
  9. Westlaw
  • Provide basic hardware support for Computers (including peripheral equipment, e.g., keyboard, mice), printers, label printers, laptops, and video conferencing equipment.
  • Use remote access/assistance software from the help desk offices to troubleshoot user problems and refer to Level 2 staff any software or hardware (other than printer) problems that cannot be corrected over the phone, via remote assistance software or in-person.
  • Provide desk-side assistance (e.g., walk to the employee’s office to help) if the remote access or phone support options are not effective.
  • Maintain problem-tracking database to record user service requests.
  • Act as the central call point for printer maintenance and enter and track all printer maintenance calls placed in the ENRD IT Management Tool (currently Remedy)
  • Manage print queues to ensure printers are working properly.