Help Desk Technician (Tech Support)

Portsmouth, Virginia, United States (USA), EMW [EMW-HDTTS]

Field(s) of expertise
Information Technology
Job type

About this job

The Help Desk Technician is responsible for providing around the clock coverage for the MHS network and MHS approved desktop office automation system.


  • Alert the proper POC’s when potential problems are identified for corrective action
  • Coordinate communications between clients and server hosts.
  • Document requests for assistances and support via trouble tickets utilizing the PRS.
  • Maintain a database of all trouble calls inclusive of date, time, user, location, and corrective action taken.
  • Manage file system allocations among disk media.
  • Remedy of Problem Resolution System (PRS) used in the recording and tracking of network, hardware and software trouble calls, and corrective actions.
  • Provide around the clock coverage for the MHS network and MHS approved desktop office automation system.
  • Provide support for desktop hardware and software applications and network communications.
  • Primary means of trouble notifications are via customer call in and proactive network monitoring utilizing the PRS.
  • Respond to and diagnose problems through discussions with users utilizing steps of recognition, research, isolation and resolution.
  • Provide troubleshooting techniques with Windows OS, Microsoft Office, and other various standard software packages provided by the Government.
  • Proficient use of Remedy Software or other PRS in the recording and tracking of user support, calls, and tickets
  • Proficiency managing/creating Windows Exchange mail user accounts
  • Proficiency providing phone and in-person support to users in the areas of Exchange Mail, Windows, Microsoft, SharePoint and CHCS/AHLTA
  • Proficiency installing, maintaining, and upgrading Government provided application software
  • Utilization of Management Information Help Desk Tracking System software
  • Other tasks as required


Certifications required:

  • Security+
  • MCP
  • Windows 10 experience preferred

For information on how the personal data in your application is processed, please see the EMW Privacy Policy.