Help Desk Spec II

Agile Defense • Huntsville, AL

1d • Onsite

About The Position

Provides technical assistance and training to system users. Responds to users' requests for assistance by phone and in person, generally handling routine technical issues while seeking guidance on more complex issues. May staff a help desk or information center. Installs and modifies personal computer and associated network hardware, software, and peripherals. Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes. Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.

Requirements

• High School Diploma
• CompTIA Security + certification
• 2 years of experience
• Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems.
• Excellent Customer Service and communications skills.
• Provide clear and concise communications with customers and keep customers updated on progress.
• Proficient in Microsoft Active Directory (Account creation, modification, and account management).
• Proficient in Print server administration and managing/supporting multifunction devices.
• Knowledge of Change Management.
• Determine complexity of issues and understanding of issue escalation to other workgroups.
• Proficient in Software installation, configuration, and troubleshooting.
• Ability to mentor and assist junior technicians.
• Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.
• Proficient in Remote Desktop support and remote control of customer computers.
• Ability to understand, implement, and advise customers on organization security policies and procedures.
• Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.
• Experience with remote access to customers’ personal computers for diagnostic issues

Responsibilities

• Provides technical assistance and training to system users.
• Responds to users' requests for assistance by phone and in person, generally handling routine technical issues while seeking guidance on more complex issues.
• May staff a help desk or information center.
• Installs and modifies personal computer and associated network hardware, software, and peripherals.
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED