Help Desk Spec II

Agile Defense•Huntsville, AL

8h•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.
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.
Proficient in Software installation, configuration, and troubleshooting.
Proficient in Remote Desktop support and remote control of customer computers.
Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.
Experience with remote access to customers’ personal computers for diagnostic issues

Nice To Haves

Secret Clearance

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.
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.
Determine complexity of issues and understanding of issue escalation to other workgroups.
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.
Ability to understand, implement, and advise customers on organization security policies and procedures.