Helpdesk Specialist

IQUASAR LLC•Suitland, MD

10d•$70,000 - $90,000•Onsite

About The Position

iQuasar is hiring a full-time, on-site Helpdesk Specialist for a client in Suitland, Maryland. The role provides advanced help desk support, including implementing commercial software, resolving complex PC software and configuration issues, managing user accounts, and supporting users in person and by phone. The specialist also diagnoses and repairs PC, server, and printer hardware; installs and configures computers, servers, printers, network devices, and cabling; maintains server cabinets and network racks; documents data center equipment; trains staff and users; and leads operating system and application upgrade projects. The position is listed as a proposal.

Requirements

One year of experience using remote access or diagnostics software such as Microsoft SCCM.
Two years of experience diagnosing and resolving PC, server, and printer hardware problems.
Two years of experience configuring and installing network switches.
Three years of experience leading help desk support teams.
Three years of experience providing customer or user service and technical and end-user support for commercial PC operating systems and COTS and/or custom application software, in person and over the phone.
Three years of experience with Microsoft Windows client or server operating systems.
Three years of experience in network operations and support, including at least one year supporting a LAN with a minimum of 500 nodes.

Responsibilities

Perform Help Desk Specialist 3 duties with increased technical proficiency.
Implement new commercial software and perform high-level support tasks.
Troubleshoot, diagnose, and resolve complex PC software and configuration problems.
Evaluate and install information center diagnostic tools when required.
Use remote access and diagnostics software to identify and isolate problems.
Train new staff and users in the use of software and hardware.
Manage accounts, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting account issues.
Handle incoming calls and system alerts as required; log and refer them appropriately and assist users in person, by phone, or both.
Diagnose PC, server, and printer hardware problems and failures, and repair, replace, or adjust faulty components.
Install boards, peripheral devices, PCs, Linux and Windows servers, and printers.
Move, reinstall, and configure PCs, Linux and Windows servers, printers, and other devices, including necessary network connections.
Work with higher-level staff on system hardware and software problems, cable plant expansions, and cable plant documentation.
Organize, install, and maintain server cabinets and network racks, including network cabling, power, and KVMs.
Organize, install, and maintain cabling for cable plants and data centers, including network cabling, power, and KVMs.
Document and label data center server cabinets, network racks, and cabling.
Prepare and provide equipment setup directions and overviews to other staff.
Lead projects such as operating system and application upgrades.