Help Desk Specialist

Ampcus Inc. • Washington, DC

9d • Onsite

About The Position

Our client is seeking one Helpdesk Specialist candidate to provide support to our internal customers onsite and offsite. You will be responsible for responding to inquiries and requests for assistance with software, technical, and other problems to be resolved. This position provides expertise, advice, and advanced knowledge, including in-depth problem solving, to users or customers to help diagnose and resolve their computer or system equipment issues. The helpdesk position is responsible for troubleshooting methods to fix a problem with a network, and they will log complaints into a database. In addition to documentation, initiating online reports will be a daily task. Amongst other responsibilities, the support desk will open, track, and close trouble tickets, and remain on top of status updates and requests, while reporting back to the customer.

Requirements

• Troubleshooting methods to fix a problem with a network
• Log complaints into a database
• Initiating online reports
• Open, track, and close trouble tickets
• Remain on top of status updates and requests
• Reporting back to the customer
• Provide IT on-site support for all sites (HQ site and all remote sites)
• Provide technical support for Apple Devices and Dell Devices
• Provide Apple training to the end users
• Provide expert-level Audio/Video (AV) support to boardrooms and conference rooms
• Respond to requests for technical assistance in person, via phone, or electronically
• Receive and respond to IT support requests in a timely manner, following set procedures for logging, reporting, and monitoring the desktop environment set by the IT Director
• Provide assistance in areas of project management and running and managing large projects.
• Manage operations, projects, and administer help desk software
• Track and route problems and requests, and document resolutions
• Track asset inventory, warranty, and license information, and update the asset management system
• Troubleshoot and resolve problems with: Windows 11 Desktop and mobile device systems on-site, remotely or by phone.
• Office 365 hosted applications, SharePoint, and additional workplace software products
• Printers, devices, and peripherals
• Cell phones, tablets, and other mobile/wireless devices
• Provide guidance and training to Staff on the operation of systems and products, and where appropriate, provide recommendations for improvements.
• Responsible for hardware and software deployments and IT inventory of said equipment.

Nice To Haves

• Prior experience tracking and maintaining accurate IT Inventory records
• Reliable personal transportation to provide service and equipment transport at the remote sites required in a timely manner each workday.
• Able to lift 40 pounds regularly required.
• Maintain accurate inventory records
• Always demonstrate proactive customer care behaviors.

Responsibilities

• Provide IT on-site support for all sites (HQ site and all remote sites)
• Provide technical support for Apple Devices and Dell Devices
• Provide Apple training to the end users
• Provide expert-level Audio/Video (AV) support to boardrooms and conference rooms
• Respond to requests for technical assistance in person, via phone, or electronically
• Receive and respond to IT support requests in a timely manner, following set procedures for logging, reporting, and monitoring the desktop environment set by the IT Director
• Provide assistance in areas of project management and running and managing large projects.
• Manage operations, projects, and administer help desk software
• Track and route problems and requests, and document resolutions
• Track asset inventory, warranty, and license information, and update the asset management system
• Troubleshoot and resolve problems with: Windows 11 Desktop and mobile device systems on-site, remotely or by phone.
• Office 365 hosted applications, SharePoint, and additional workplace software products
• Printers, devices, and peripherals
• Cell phones, tablets, and other mobile/wireless devices
• Provide guidance and training to Staff on the operation of systems and products, and where appropriate, provide recommendations for improvements.
• Responsible for hardware and software deployments and IT inventory of said equipment.

What This Job Offers

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