Help Desk Technician - Windows/Remedy - Multiple Openings - (Alexandria, VA)

Job summary Provides phone support in compliance with established policies and procedures in order to attain contractual Service Level Agreement (SLA) metrics. Diagnoses internal and external inquiries and work requests as they relate to maintenance of USPTO desktop and universal laptop computers and USPTO customized applicationssystems. Provides end-user software troubleshooting and support to USPTO internal and external userscustomers. Applies diagnostic techniques to identify problems investigate root cause analyses and recommend solutions using Remedy 7.6 IT Service Management Suite. Provides troubleshooting and support for over 200 customized applications supporting over 10000 users. Assists in the administration of remote user workstations and resolution of remote connectivity issues as needed. Provides help-desk and email support for local and off-site users. Maintains current expertise of the Windows seven desktop environment networking access technologies and applications supporting USPTO users.