Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
IIA a Mid Tier Government Contractor is currently looking for Help Desk Support Specialist to work in Weaverville, NC.
The primary responsibility for this position is to provide technical support to end users in a desktop, server and infrastructure environment. Strong analytical, and problem-solving skills are needed to be successful in this position.
Major Duties and Responsibilities:
· Responsible for diagnosing and resolving Tier 1 and 2 issues.
· Installation, Implementation and Administration of Microsoft System Center Suite (Configuration Manager, Operations Manager, DPM, etc.)
· Some knowledge of advanced troubleshooting and administration of Windows based applications, Operating Systems (Desktop and Server) and Server Roles (AD DS, DHCP, DNS, DFS, File & Print Server, etc.)
· Application and operating system maintenance and upgrades
· System backups and restoration
· System security and functional testing on both unclassified and classified systems.
· Providing trouble tracking, coordination, notification, escalation and documentation to resolve events/issues, efficiently minimizing customer impact.
· Interfacing with various levels of management for briefing on configuration and design updates and changes.
· Responding to alarms and providing level 2 maintenance support for the customer base.
· Keeping customers informed by providing status updates.
· Providing outage reports to appropriate levels of management.
· Verify adherence to security guidelines, including working with auditors to ensure the systems are compliant.
· Suggest and implement solutions based on customer requirements and project goals.
· Assist other IT professionals as required.
Basic Required:
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered.
· Experience with management of MS Windows Operating systems. Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments.
· Experience and working knowledge of DNS and DHCP infrastructure and technology.
· Experience and working knowledge of VMware administration.
· Ability to work responsibly with or without supervision.
· Working knowledge of ITIL processes.
Qualifications Desired:
· Ability to work on a team of other administrators and with other groups to troubleshoot issues and solve problems strongly preferred.
· Experience with MS Exchange.
· Experience with SCCM.
· Experience with NetApp storage.
· Experience with Cloud storage.
· Experience with Alarm/Physical security systems.
· Good oral communication and technical writing skills.
· Good problem solving skills and the ability to visualize a problem or situation and think abstractly to solve it is required.
· Ability to handle constantly changing tasks and priorities, to be able to multitask effectively during busy times and to exercise patience and professionalism during stressful situations is needed.
Clearance Requirements:
Must be a U.S. Citizen and able to hold a Public Trust Security Clearance. You do not need a current/active clearance to apply.
KeyLogic is proud to be an EEO/AA employer, M/F/D/V.