Helpdesk Specialist

Cb•Suitland, MD

9d•Onsite

About The Position

iQuasar is seeking a Helpdesk Specialist for a full-time, on-site position in Suitland, Maryland. The role provides advanced help desk support, including complex troubleshooting of PC software and configurations, user and account management, hardware diagnosis and repair, and installation and configuration of computers, servers, printers, and network equipment. The specialist also supports data center and network infrastructure, trains staff and users, documents equipment and cabling, and leads projects such as operating system and application upgrades.

Requirements

At least 1 year of experience using remote access or diagnostic software, such as Microsoft SCCM.
At least 2 years of experience diagnosing and resolving PC, server, and printer hardware problems.
At least 2 years of experience configuring and installing network switches.
At least 3 years of experience leading help desk support teams.
At least 3 years of customer or user service experience providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications, in person and over the phone.
At least 3 years of experience with Microsoft Windows client or server operating systems.
At least 3 years of experience in network operations and support, including at least 1 year supporting a LAN with a minimum of 500 nodes.

Responsibilities

Perform Help Desk Specialist 3 duties with increased technical proficiency.
Implement 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 diagnostic software to identify and isolate problems.
Train new staff and users in software and hardware use.
Manage user 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 or by phone.
Diagnose PC, server, and printer hardware problems and failures; repair, replace, and 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 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.