Help Desk Spec II
| Company | Agile Defense |
|---|---|
| Location | Huntsville, AL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Associate’s |
| Experience Level | Mid Level, Senior |
Requirements
- DoD IAT Level II Certification
- Bachelor’s or Associate degree w/ 5 years’ experience
- Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems
- Excellent Customer Service and communications skills
- 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
- Proficient in Software installation, configuration, and troubleshooting
- Ability to mentor and assist junior technicians
- Proficient in Remote Desktop support and remote control of customer computers
- Proficient in Virtual Desktop Infrastructure (VDI), including applications and configuration
- Experience with remote access to customers’ personal computers for diagnostic issues
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 user 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
Preferred Qualifications
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No preferred qualifications provided.