Help Desk Support

Prevailance•Virginia Beach, VA

About The Position

This position is contingent upon successful contract award. Provide front-line technical support for networks and client/server environments. Responsible for diagnosing, troubleshooting, and resolving hardware and software issues to ensure minimal downtime for end-users. TechnicalSupport & Troubleshooting: Perform comprehensive information systems customer support across networks. OS & Software Management: Act as a Subject Matter Expert (SME) on PC operating systems. Install, configure, and maintain system software and enterprise applications. Network & Mail Standards: Ensure all user workstations comply with established networking protocols and email standards to maintain secure and efficient communication. Incident Management: Log, track, and manage support tickets, ensuring all service level agreements (SLAs) are met and users are kept informed of their status. Client/Server Support: Provide technical assistance for server-side applications that impact end-user experience, ensuring seamless integration betweenthe client and the network.

Requirements

Candidates must demonstrate successful experience in at least two (2) of the following core areas: Information Systems Support: Proven ability to perform technical support onenterprise networks and in the client/server field.
Technical Expertise: Expert-level knowledge of MS-Windows and modern networking/mail standards. Demonstrated proficiency in navigating and managing help desk ticketing systems.
Customer Service & Communication: Strong oral and written communication skills. Must demonstrate a proactive, positive "customer service attitude" when dealing with technical challenges and user frustrations.
Associate’s Degree from an accredited institution in Computer Science, Information Systems Management, Computer Science Application Management, or a closely related technical field OR No degree possesses at least 3 years of direct experience in the technical support areas listed above.
Possesses and maintain TS/SCI

Responsibilities

Diagnosing, troubleshooting, and resolving hardware and software issues
Performing comprehensive information systems customer support across networks
Acting as a Subject Matter Expert (SME) on PC operating systems
Installing, configuring, and maintaining system software and enterprise applications
Ensuring all user workstations comply with established networking protocols and email standards
Logging, tracking, and managing support tickets
Providing technical assistance for server-side applications