Service-Disabled Veteran-Owned Small Business (SDVOSB)

Help Desk Support – AR585933


This is a Contract position in Little Rock, AR posted January 24, 2019.

Location: Little Rock, AR
Pay Rate: $18/hr w-2 with benefits
Duration: 6 months with extensions
Start Date: ASAP
Position ID: AR585933

The Help Desk Specialist is responsible for providing support to end users on a variety of issues. This position identifies, researches, and resolves technical problems. This position is governed by state and federal laws and agency policy.

Responds to telephone calls, emails, and personnel requests for technical or informational support. Confers with clients by telephone or in person, in order to provide information about services, to take orders or cancel accounts, or to obtain details of complaints. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides support to users on a variety of issues related to hardware, software, and peripheral equipment or agency related information. Enters systems commands and observes functioning to verify correct operations or errors. Utilizes technical manuals and conducts computer diagnostics to investigate and resolve reported problems. Evaluates and prioritizes requests for help and escalates high priority requests to appropriate staff members. Identifies, searches, and resolves technical problems or reported inquiries and complaints. Assists in the development of problem resolution procedures for new and existing computer systems. Performs other duties as assigned.

Knowledge of problem recognition, research, isolation, and resolution steps. Knowledge of computer installations of new hardware and software. Knowledge of agency/institution specific program information, software, and hardware. Ability to communicate with clients, orally and in writing, to gather appropriate information, and process or escalate complaints and requests to the proper personnel. Ability to design and update computer problem resolution procedures.

The formal education equivalent of an associate’s degree in computer science, mathematics, communications, or a related field; plus three years of experience in call center or communications support. OR Completion of technical training in computer science, data processing, communications or a related field acquired from a vocational, military or industrial setting; plus three years of experience in call center or communications support. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. 


Incident Management Systems 2 Years Required
Networking Concepts 3 Years Required
Hardware Troubleshooting Knowledge 3 Years Required
Software Troubleshooting Knowledge 3 Years Required
Microsoft Office 3 Years Required
Excellent Communication Skills   Required










Salary: $18/hr w-2 with benefits

Benefits: Health Insurance Stipend, Holiday Pay, Paid Time Off (PTO), Student Loan Repayment (Quarterly)

How to Apply

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