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Tier 1 Help Desk (Intern)
Ref No.: 17-00349
Location: Silver Spring, Maryland
Position Type:Temporary, Part-time
Start Date: 09/12/2017
Job Req -Additional Info
Clearance Requirement:Public Trust, Level 5
Shift Work?:No
Work Schedule::4 hours per day
Job Description
  • Hardware and Software Request Perform initial review of all non-standard hardware or software requests (RQST-IT, formally ITIM) from Center staff. This ensures all requests are supported by the submitting Center and, when appropriate, funding is available and approved.
  • Verify whether the requested hardware or software has received prior approval for use within the Client infrastructure.
  • The CITL also works closely with OIMT to assist in the facilitation of removing unauthorized software from Client equipment Follow process and be in compliance with various FISMA, Client, OMB, and NIST regulations, policies and procedures.
  • Equipment Orders Review and validate IT equipment orders made by their Center through eOrder. This ensures that funding is available for IT equipment such as laptops, desktops, BlackBerry devices, scientific workstations, IronKeys, etc.
  • Computer repair approvals (close to warranty expiration and non-warranty). If the laptop is under warranty, and the repair requires funding, the CITL will determine if the computer is to be repaired or replaced. Serve as an escalation point for Center employees concerning slow, unsatisfactory or unresolved ERIC service requests.
  • CITLs are empowered to contact OIMT staff directly to escalate and resolve requests. Review requests to add computers back to the network or to be reimaged (when the request is for the computer to be repurposed or reassigned). Ensures out of warranty or previously refreshed computers are not placed back on the network, and are properly disposed of by the customer's Property Custodial Officer (PCO).
  • Provide assistance to customers when IT equipment is lost or stolen. The CITL ensures that the customer has notified the Computer Security Incident Response Team (CSIRT) to report the missing equipment. CITLs also refer customers to their Office/Division Point of Contact (POC) to request replacement equipment.
  • The CITL also has the authority to expedite a refresh if a computer fails early. The intern shall serve as their Center's Testing Coordinator. When new computer images or software updates are created, OIMT works with the Testing Coordinators to identify who in their Center needs to be included in the testing. This list of testers is developed to cover their Center applications and commonly used COTS, or Center-managed software, within their Center.
  • Excellent organizational skills and the ability to prioritize multiple projects in a fast-paced, solution oriented environment. Excellent customer service skills provide courteous and professional customer service, respond to requests in a timely manner and provide users with a positive experience in all situations.

EDUCATION: HIgh School Diploma, some college preferred