Help Desk Specialist (Tier 1)

Who We Are

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.

We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Job Description

Tria Federal is seeking a Helpdesk Technician to support enterprise end users by diagnosing, troubleshooting, and resolving technical issues related to hardware, software, peripherals, networking, and standard commercial applications. The ideal candidate will demonstrate excellent customer service, attention to detail, and the ability to follow established procedures while supporting a diverse user population.

Tria Federal supports the Department of Labor, Bureau of Labor Statistics (DOL BLS) by providing IT Support services. This position will be part of a team responsible for providing technical support in-person or remotely, by telephone, email, or remote access to a population of 3,000 clients.

Responsibilities

• Diagnose causes of PC and server hardware problems/failures and repair/replace/adjust faulty PC and server hardware components.
• Follow established procedures to image and configure Windows workstations.
• Inventory user equipment/accessories, send/receive replacement computers/parts, and update the database to reflect the status and resolution of any user problems.
• Provide in-person, by telephone, or remote technical support to users connected to the network or through VPN.
• Under supervision, provide lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.
• Maintain records of contacts and system problem/resolution logs for trends analysis.
• Install boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Move, reinstall, and configure PCs, servers, printers and other devices while making any necessary network connections.
• Work with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Perform preventive maintenance.
• Provide technical support for stand-alone and network printers, including high capacity, high-speed printers.
• Perform basic account management such as resetting passwords, unlocking accounts, and modifying user groups.
• Provide end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Log and track incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicate with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.
  
  

Basic Requirements

Formal Education:

• High School or Equivalent
  
  

Professional Experience

• One (1) year of experience:
• Providing technical support in an enterprise environment with over 100 users
• Supporting Microsoft Windows client operating systems
• Diagnosing and resolving PC and printer problems
  

Required Skills & Experience

• Attention to detail
• Ability to document in the help desk application and other tools
• Excellent customer service
  
  

Required Technical/Business Tools Experience

Candidates should have experience with:

• Microsoft Active Directory management tools
• Microsoft Suite
• Dell Hardware
  
  

Additional Qualifications

Skills & Experience:

• Prior Federal agency experience is a plus
• Prior Service Desk experience
  
  

Professional Certification(s)

• HDI, ITIL, MCP, A (preferred)
  
  

Formal Education

• Technical or college degree (preferred)
  
  

ABILITY TO OBTAIN A DOL PUBLIC TRUST CLEARANCE (Must be a U.S. Citizen or Green Card Holder residing in the United States for more than 3.5 years

Work Location: 100% ON-SITE SUPPORT in Dallas, TX

Salary Range

$45,000—$50,000 USD

Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

California Consumer Privacy Act (CCPA)

We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.