Help Desk Specialist I

Alpha Omega Integration • Panama City, FL

3d • Onsite

About The Position

Alpha Omega is searching for an experienced Help Desk Specialist I to join one of our long-term Federal projects. The Help Desk Specialist provides Tier I level support for end users and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The Help Desk Specialist will also troubleshoot problem areas (in person, by telephone, via remote access, or via email) in a timely and accurate fashion and provide end-user assistance where required. The Help Desk Specialist will develop and manage effective positive working relationships with internal and external: departments, groups and personnel with whom work must be coordinated or interfaced, as well as demonstrate flexibility by adapting to changes in priorities and the work environment as well as branch direction and objectives.

Requirements

• 1-3 years of experience as Help Desk Specialist.
• Good troubleshooting skills;
• Ability to work independently when assigned a task and follow it through to completion;
• Ability to work in a team and independently fix issues with little to no direction;
• Ability to plan, organize, and work on multiple tasks simultaneously;
• Experience interpreting regulations or technical material, defining problems, and analyzing alternatives combined with the ability to deal effectively with others in order to recommend and negotiate solutions;
• Ability to effectively communicate (verbal and written correspondence) in a professional and courteous manner with technical and non-technical personnel.

Nice To Haves

• CompTIA A+
• CompTIA Net+
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate

Responsibilities

• Coordinate and communicate with internal and external customers.
• Respond to telephone, email and personal requests for technical support.
• Monitor and respond quickly to incoming requests related to tier 1 IT issues.
• Escalate Tier 1 issues with appropriate status information.
• Customer inquiries for information or services are acknowledged and answered within a timely manner.
• Customer questions, ideas, and concerns are sought and actively listened to for improved customer service.
• Customer feedback is analyzed; needs and concerns are considered in making decisions, recommending solutions, and resolving conflict.
• Set up and maintain laptops, desktops and notebook computers.
• Identify, research, and resolve technical problems
• Install and configure software
• Setup and configure printers, scanners and other peripherals
• Setup phones and communication devices
• Update documentation to record new equipment installed, new sites, and changes to computer configurations.
• Install, configure, upgrade and maintain security patches on user Laptops, desktops and notebook systems, which includes but is not limited to, Red Hat Linux and Microsoft operating environments.
• Perform regular security monitoring utilizing available enterprise tools.
• Assist users with meeting access and security controls.
• Work on projects associated with desktop support tasks such as reports, OS/software upgrades, and office moves
• Maintain an inventory of hardware and software resources.
• Utilize ticketing software to record issues and work.
• Assist with the development and maintain repositories for IT SOPs and Policies in coordination with the Helpdesk Supervisor.

Benefits

• 15 days PTO including paid parental, military, and bereavement leave
• Eleven (11) paid Federal holidays, five of which are floating holidays (as designated by the company’s holiday schedule each year)
• Health and Dental Insurance (including 100% employer paid premiums for employee coverage under the HDHP health plan)
• Life Insurance, STD/LTD term disability coverage, with employer paid premiums
• 401 (k) plan with a match that is 100% vested after you complete two years of service
• FSA/DFSA/HSA flexible benefit plans
• Annual Tuition & Professional Development Reimbursement benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed