IT Support

• Fulfill Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA)
• Provide backup/restoration administration and file server support
• Administer user accounts and mailboxes and perform software/hardware installations
• Support handheld devices, remote users, and provide desk-side end-user training
• Create procedural documentation, spreadsheets/databases for tracking, and Incident work-log entries
• Record and update IT-related tickets utilizing ITIL and produce proactive reports, trending analysis, and service level reporting
• Maintain accountable IT inventories and Account Management forms for new and departed users per Government policy
• Set up and support conference and training rooms (audio/video/A/V distribution systems, control programming, encrypted wireless microphone systems, digital recording, computer/video interface)
• Utilize Adobe Connect and other online meeting applications to support hardware setup, operations, and record online meeting sessions
• Submit weekly status reports and monthly surveys and provide process consultation applying ITIL best practices

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