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Accepting resumes for Help Desk Techinicains / Service Desk Technicians
Job # 9897146 referral instructions online
ACET Human Resource Representatives will be in Salt Lake the first week of November
to talk with prospective job candidates and conducting interviews.
Adams Communication & Engineering Technology, Inc. (ACET) provides nationwide services and
support for a full range of functions performed by the Veterans Administration (VA) National Service Desk
(NSD) located in Salt Lake in support of both internal and external VA customers. VA NSD Facility has
experienced tremendous growth and has immediate openings for Service Desk Technicians-Help Desk
Technicians.
National Service Desk Position Information - Help Desk Technician:
The National Service Desk (NSD) Help Desk Technicians field all Help Desk calls from the NSD user base and
create the initial record of the request. They resolve all Tier One end-user problems over the phone, escalate
all Tier Two and above requests on to the appropriate service group to handle.
Under general supervision, each Help Desk Technician provides technical software, hardware and network
problem resolution to computer and email users by performing question/problem diagnosis and guiding users
through step-by- step solutions in a call center environment. Help Desk Technicians clearly communicate
technical solutions in a user-friendly, professional manner, provide one-on-one end-user training as needed,
assist Network Technicians, troubleshoot network printer problems, and pass more complex end-user problems
on to Tier Two.
Key duties and responsibilities:
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Examples of key duties are interpreted as being descriptive and not restrictive in nature.
Identifies, diagnoses and resolves Tier One issues for users of the NSD systems and
applications, personal computer software and hardware, local network, the Internet, and new
computer technology in a call center environment; communicates solutions to end-users.
Provides one-on-one end-user First Call Resolution over the phone.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems
and mainframe, e-mail, Internet, dial-in, and local-area network access problems.
Must have:
 Hands on experience with Windows XP, Windows 7, Active Directory and Microsoft Office.
 Knowledge of internal operating system technology, computer operations, hardware, network
management software, concepts, and troubleshooting techniques.
 Excellent customer service skills.
Preferred Experience:
 Experience and knowledge with a help desk ticketing software- particularly Remedy. Examples of
ticketing software systems include BMC Remedy, CA Service Desk Manager, ZenDesk, and Vision
Help Desk.
 Minimum 1 to 2 years prior Help Desk or Desktop Support experience.
 Familiarity of ITIL Service Operations
 Incident Reporting
 Experience in multi-operating systems (Windows XP, 2003, 2007, Linux, UNIX, or VMS)
 Experience in Desktop XP, Vista, Windows 2000
 Experience in Office Word, Excel, PowerPoint, Access, OneNote, InfoPath and Outlook
 Associates Degree preferred
 IT related certifications a plus
Candidates must be flexible with their shift requirements.
Work schedules will change periodically.
The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Service
Delivery and Engineering (SDE), and National Service Desk (NSD) is to provide benefits and services to
Veterans of the United States. The National Service Desk provides a central point of contact for enterpriseclass IT service and support, as well as outage notifications and information dissemination in the VA 24 hours
per day, 7 days per week, 365 days per year. The National Service Desk function operates throughout the VA
and is a virtual organization with many locations.
Adams Communication & Engineering Technology, Inc. (ACET) is a
Utah Patriot Partner
Best regards,
Debby Nordfelt
Economic & Workforce Development Specialist
Department of Workforce Services
801 635-5017 cell - 801 776-7820 - office
dnordfelt@utah.gov