Help Desk Support Specialist II

Raventek Solution Partners LLC•Norfolk, VA

1d•Onsite

About The Position

The Help Desk Specialist II provides advanced front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as an initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports mission-critical operations by delivering reliable, professional IT support services and maintaining high levels of customer satisfaction. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Requirements

Strong customer service orientation with the ability to interact professionally and patiently with users at all levels.
Demonstrated technical troubleshooting skills across hardware, software, and application environments.
Knowledge of Windows operating systems and common enterprise software tools.
Basic networking knowledge, including connectivity and access troubleshooting concepts.
Understanding of IT security practices and the importance of protecting sensitive information.
High attention to detail to ensure accurate documentation and issue resolution.
Ability to work effectively both independently and collaboratively within a team environment.
High school diploma or equivalent required.
Up to 3 years of technical support experience required.
Experience with help desk tools, ticket management systems, and standard IT support procedures.
Must be able to obtain and maintain Secret level clearance.

Nice To Haves

CompTIA A+ certification or equivalent entry-level technical certification, preferred.
HDI certification, preferred.
Additional relevant technical certifications, preferred.

Responsibilities

Serve as the initial point of contact for troubleshooting hardware and software issues while providing professional and courteous customer service to all users.
Respond to end-user phone, email, or chat requests for technical support in a timely manner while gathering accurate information to diagnose reported problems.
Resolve computer, application, system, device, access, and performance issues by applying established troubleshooting procedures and technical knowledge.
Utilize product documentation, knowledge bases, and solution databases to research, analyze, and resolve technical issues effectively.
Advise users on appropriate methods to resolve issues independently and provide guidance on how to prevent future technical problems.
Document incidents, troubleshooting steps, and resolutions using approved help desk systems and tools to ensure accurate recordkeeping.
Fulfill established service level standards for response time, resolution quality, and customer satisfaction.
Maintain accurate and up-to-date documentation of all support activities and user interactions.
Provide support for both legacy systems and modern software applications operating across multiple platforms.
Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
Submit Monthly Status Reports on a regular basis, as required.
Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
Complete required compliance training as assigned.
Other duties as assigned.