Responsibilities
- Administer and support data backup and restoration processes
- Provide assistance and maintenance for file server systems
- Manage user accounts and email mailbox configurations
- Install and configure software and hardware components
- Support, install, and troubleshoot handheld devices
- Set up and troubleshoot remote access for off-site users
- Deliver training sessions to end users on standard technologies
- Develop step-by-step procedural documentation
- Build spreadsheets and databases for tracking IT activities
- Log and update IT-related ticket information following ITIL standards
- Generate detailed incident work logs
- Respond accurately to software and hardware inquiries within the EOUSA office setting
- Maintain account management records for onboarding and offboarding users per government guidelines
- Generate proactive reports, analyze trends, measure service levels, consult on processes, and apply ITIL best practices
- Perform and track IT asset inventories including laptops, desktops, tablets, printers, MFPs, accessories, and supplies using spreadsheet tools
- Offer in-person training to new and existing staff on standard desktop applications such as email and Microsoft Office, and guide access to research databases
- Submit weekly status updates and complete monthly surveys
- Configure and support audiovisual systems in conference and training rooms, including audio, video, distribution systems, computers, control programming, microphones, amplifiers, encrypted wireless mics, recording devices, and interfaces
- Support online meeting platforms like Adobe Connect, including microphone and webcam setup, audio mixing board operations, and session facilitation, monitoring, and recording
Benefits
- Health, dental, and vision insurance coverage
- Life insurance policy
- 401k retirement savings plan
- Flexible spending accounts for health, dependent care, and commuter expenses
- Paid time off and holidays aligned with state and federal observances
