Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate,and assists users either in person, over the phone, or both. Under supervision, provides lower-level technical and end-user support for commercial PCoperating systems and COTS and/or custom applications. As required, inventories user equipment/accessories, sends/receives replacementcomputers/parts and updates the database to reflect the status and resolution of any userproblems. Maintains records of contacts and system problem/resolution logs and creates and runsreports for trends analysis. Performs basic account management such as: resetting passwords, unlocking accounts, andmodifying user groups. Diagnoses causes of PC and server hardware problems/failures andrepairs/replaces/adjusts faulty PC and server hardware components. Performs preventive maintenance. Installs boards, peripheral devices, new PCs and servers, etc., including making anynecessary network connections. Moves, reinstalls, and configures PCs, servers, printers and other devices while making anynecessary network connections. Works with higher-level staff on system hardware and software problems, cable plantredesigns and expansions, cable plant documentation, etc. Provides technical support for stand-alone and network printers, including high capacity,high-speed printers. Provides end-user help to BLS staff in the use of BLS standard operating system softwareand commercial software such as Microsoft Office. Responsible for logging and tracking incident and problem issues in the trouble ticketingsystem throughout the incident and problem lifecycles and communicates with the affected Minimum RequirementsOne (1) year of experience configuring and installing network switches. One (1) year of experience working with remote access/diagnostics software, such asMicrosoft SCCM. Two (2) years of experience in customer/user service, in providing technical and end-usersupport for commercial PC operating systems and COTS and/or custom applicationssoftware in person and over the phone. Two (2) years of experience working with Microsoft Windows client or server operatingsystems in a network environment. Two (2) years of experience in network operations and support. Two (2) years of experience in diagnosing and resolving PC, server, and printer problems. Excellent Analytical skills Ability to be flexible and adaptable to changing priorities and needs Ability to effectively communicate with stakeholders and demonstrate patience andexceptional customer relationship management skills Excellent Organization and Time Management skills Ability to work in a team environment Must be able to achieve a federal government Public Trust clearance