Help Desk Specialist

Essential Functions, Responsibilities & Duties

• Perform Touch Labor, fixes, configuration, troubleshoot issues and problems, install software for a variety of end user and other devices such as printers, VTC suites, monitors, keyboards, mice, headsets, cameras, VOIP phones.
• Tier II technicians are the primary POC for incident and problem resolution and escalation.
• Ensure Information Assurance (IA) requirements are met for all devices.
• Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving and resolving computer and software problems.
• Knowledge of customer support concepts and methods installed operating systems, and the IT infrastructure to serve as customer technical analyst with responsibility for resolving the most complex customer problems.
• Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment to configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment.
• Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise on new and emerging technologies.
• Ability to use qualitative and quantitative techniques to evaluate help desk program effectiveness.
• Specialized knowledge of Microsoft software products, skill in applying operating systems, and the ability to configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment.
• Working knowledge of and skill in applying maintenance concepts and methods to troubleshoot system problems.
• Working knowledge of and experience working with Active Directory.
• Working knowledge of and experience working with local and secure networks.
• Working knowledge of and experience working with Virtual Desktop Infrastructure (VDI), especially VMware.
• Assists with interpreting policies, procedures, and strategies that govern the planning and delivery of help desk services.

Requirements

• An active Secret clearance

Extras

• Excellent problem-solving and troubleshooting skills.
• Effective communication skills with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work independently and collaboratively in a team-oriented environment.
• Certification in ITIL or other relevant service management certifications is a plus.

Benefits

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.