Help Desk Support, Sr. 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, Sr. 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, Sr. 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, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Ultimate Staffing is recruiting for a Help Desk Support Coordinator in Fairfax, VA! This is an on-site role, Monday-Friday from 8-5pm, paying $45k annually. Looking for candidates with 1 year experience in a help desk role. Apply today!
Essential Functions:
? Responsible for coordinating Help Desk support requests to ensure that they are completed on time while documenting resolution steps and actions taken to assist in preventing similar problems from occurring in the future
? Perform maintenance on existing software programs, as required, to ensure that programs are working efficiently
? Create test cases, debug software issues, and assist in implementing enhancements/updates to existing software
? Collaborate with the Automation Team to fully understand each software update and clearly communicate the updates to our internal employees and external clients.
? Responsible for analyzing company and user needs to develop possible solutions via the use of automation
? Assist with Mobile Device Management including issuing out devices to new hires, replacing devices, exchanging devices through insurance, keeping updated records in the MDM Portal, and troubleshooting device issues with our Field employees
? Update Company Technology Equipment Policies for all employees (Office, Remote, & Field)
? Assist in planning, coordinating, and consulting with vendors for hardware/software purchases, product services, and support
? Work with IT Contractor and company Operations to install and configure computer hardware operating systems and applications and train end-users on how to set up and use new technologies
? Work with IT Contractor and company Operations to troubleshoot system and network problems, diagnosing and solving hardware or software faults
? Contribute to team effort by cross-training in multiple departments to assist in the completion of project deadlines, as needed
? Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
Education/Experience:
? Associate Degree in Computer Science, Information Technology, or equivalent work experience is preferred
? 1 -2 years of professional experience working in a Help Desk Support Role
? Strong experience with modern Windows-based systems
? Strong knowledge of troubleshooting Microsoft Office Suite, Office 365 Administration, Software Licensing, OneDrive for Business, and SharePoint
? Demonstrated ability to prepare comprehensive project documentation (requirements, system design, interface control documents, security, etc.)
? Familiarity with IT technologies such as networking, security, backup and recovery, and VPN
? Experience with providing support using and maintaining largescale software systems and/or databases is preferred
? Working experience with Mobile Device Management Platforms preferred
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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