Job Description The mission of the OFR is to support the Financial Stability Oversight Council (FSOC) in promoting financial stability by: collecting data on behalf of FSOC; providing such data to FSOC and member agencies; standardizing the types and formats of data reported and collected; performing applied research and essential long-term research; developing tools for risk measurement and monitoring; performing other related services; making the results of the activities of the OFR available to financial regulatory agencies; and assisting such member agencies in determining the types of formats of data authorized to be collected by such member agencies. Key Tasks and Responsibilities The OFR is seeking a Help Desk Manager/Specialist to answer and triage all OFR requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate. The successful candidate will have a successful track record of performance in their field of expertise while being a self-starter. This position will provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. The ideal candidate should be able to conduct and have the following experiences: • Create and maintain Standard Operating Procedures for supporting the Help Desk and customer operations • Assist Program Offices in developing standard resolutions for common user problems • Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate. • Identify and resolve problems with all automation hardware, software, systems, and peripherals, at the customer service support center, the customer site, or by utilizing remote tools. • Document all requests or resolutions in OFR ticketing systems - OFR Trouble Ticketing System. • Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop. • Provide requested reports derived from information contained in OFR Trouble Ticketing System. • Monitor, troubleshoot, and resolve all operational and software problems associated with network. Education & Experience • Bachelor’s Degree required. • 1-2 years of IT operations experience with cloud-infrastructure and data analysis tools. • Experience in a Microsoft computer support environment. • Excellent written and verbal communications. • Ability to independently manage multiple assignments, determine and set job task priorities, and work with limited direct supervision. • Excellent written and verbal communications. Certifications • N/A Security Clearance • Public Trust Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) • Remote work or D.C. office