Helpdesk Support Specialist I
About The Position
A comprehensive suite of information technology (IT) support services is essential to achieve enterprise missions, goals, and objectives. These services include IT operations, enterprise design, integration and consolidation, IT education and training, program and project management, systems operations and maintenance, network support, and integrated information systems security, cyber security, and information assurance. Responsibilities will include: Under direct supervision, provide support to end-users for PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems. Diagnose and resolve computer hardware and software issues. Move, place, install, modify, and clean computer hardware and software. Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software. Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs. Make recommendations on obtaining and installing new and alternate software packages. Respond to telephone calls and e-mail messages from customers with computer/software problems. Diagnose the nature of the problem and walk the customer through the problem-solving steps. Under indirect supervision, performs analytical, technical, and administrative work in the planning and installation of new and existing PC systems. Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization. Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.
Requirements
- Must have an active Secret clearance to start.
- Must possess an active DoD 8570.01-M / DoD 8140 IAT Level II baseline certification (e.g., CompTIA Security+ ce, CCNA Security, CySA+, GSEC, or SSCP) at the time of hire.
- Must have at least 1 year of experience in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems.
- Proficient in Microsoft Active Directory (Account creation, modification, and account management).
- Proficient in Print server administration and managing/supporting multifunction devices.
- Knowledge of Change Management.
- Determine complexity of issues and understanding of issue escalation to other workgroups.
- Proficient in Software installation, configuration, and troubleshooting.
- Ability to communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.
- Proficient in Remote Desktop support and remote control of customer computers.
- Ability to understand, implement, and advise customers on organization security policies and procedures.
- Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration.
- Experience with remote access to customers’ personal computers for diagnostic issues.
- Excellent Customer Service and communications skills.
Nice To Haves
- 1-2 Years experience preferred or Associate Degree in Computer Science or related technologies.
- Previous internship is a plus.
Responsibilities
- Provide support to end-users for PC, server, or mainframe applications and hardware.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
- Respond to inquiries from computer users and run automatic diagnostics programs to resolve problems.
- Diagnose and resolve computer hardware and software issues.
- Move, place, install, modify, and clean computer hardware and software.
- Write training manuals when commercially unavailable, and train computer users in how to use new computer hardware and software.
- Oversee the daily performance of computer systems and evaluate the usefulness of installed software programs.
- Make recommendations on obtaining and installing new and alternate software packages.
- Respond to telephone calls and e-mail messages from customers with computer/software problems.
- Diagnose the nature of the problem and walk the customer through the problem-solving steps.
- Perform analytical, technical, and administrative work in the planning and installation of new and existing PC systems.
- Collaborate with other team members in the creation of guides, instructions, fixes, and knowledge base articles for the organization.
- Operate and provide technical assistance on IT equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, telecommunications, mobility devices, and other specialized computer equipment.
- Communicate with customers over email, phone, and other collaboration tools to walk them through resolution of common issues which do not require escalation.
- Provide clear and concise communications with customers and keep customers updated on progress.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
