Job Description
Job Description
Position Summary
The Help Desk Specialist II provides end-user technical support in a large, distributed IT environment. The role identifies, researches, troubleshoots, documents, and resolves technical issues involving hardware, software, operating systems, network connectivity, remote access, mobile devices, peripherals, and related end-user technologies. This position also supports continuity and emergency-response activities when assigned.
Key Responsibilities
· Provide technical support to end users by telephone, email, remote-support tools, and in-person desktop support.
· Identify, research, troubleshoot, and resolve technical problems affecting end-user systems and services.
· Document, track, monitor, update, and close incidents and service requests to support timely resolution.
· Escalate unresolved incidents through established support pathways and maintain accurate documentation throughout the incident lifecycle.
· Support software applications, operating systems, file maintenance, workstation and laptop configuration, network connectivity, network communications, and remote access.
· Install, configure, test, troubleshoot, and support desktops, laptops, tablets, printers, monitors, scanners, multifunction devices, mobile devices, and other approved peripherals.
· Support new-user setups, account termination activities, portable-device setup, and remote-access requirements.
· Troubleshoot access to shared network resources and connectivity between user devices and supported networks.
· Support software requests, installations, troubleshooting, updates, and patches in accordance with established procedures.
· Support hardware and software assignments, warranty-related issues, loaner equipment, and equipment lifecycle activities.
· Provide video-conferencing and voice-over-IP connectivity support as required.
· Assist with IT hardware and software inventory activities, including configuration, testing, distribution, reporting, and tracking.
· Provide end-user orientation, technical assistance, and ad hoc training; develop or maintain FAQs, tips, and other self-help materials when needed.
· Support emergency preparedness, disaster-recovery, continuity exercises, and emergency operations activities when assigned.
· Set up and support computers, communications equipment, audiovisual equipment, conference calls, and related technology used during emergency operations.
· Verify equipment and network connections are operational before planned emergency-response exercises and provide support during activations.
· Provide short-notice, after-hours, weekend, or field support when required for emergency-response activities.
Minimum Qualifications
· Minimum of 4 years of industry experience providing IT or end-user technical support.
· Demonstrated experience supporting end users across a variety of technical issues.
· Demonstrated ability to identify, research, troubleshoot, and resolve technical problems.
· Experience responding to technical-support requests through telephone, email, remote-support methods, and/or in-person support.
· Experience documenting, tracking, and monitoring technical issues through resolution.
· Strong verbal and written communication skills.
· Ability to work effectively in a customer-service-oriented technical support environment.
· Ability to satisfy required personnel security, background investigation, system-access, and facility-access requirements.
· Ability to work onsite at an assigned supported location.
· Ability to support emergency-response activities outside normal business hours when required.
Preferred Qualifications
· CompTIA A+ certification.
Work Arrangement and Schedule
This is an onsite position. Service Desk support is performed at designated client facilities in Pennsylvania and Maryland. Limited situational telework may be authorized by the client when appropriate, but it is not guaranteed and should not be considered the normal work arrangement.
\nCompany Description
Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.
Company Description
Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.