Help Desk Spec II

Job Description

• Provides technical assistance and training to  system users.
• Responds to users' requests for assistance by phone and in person, generally handling routine technical issues while seeking guidance on more complex issues.
• May staff a help desk or information center.
• Installs and modifies personal computer and associated  network hardware, software, and peripherals.
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Loads and configures operating systems and applications such as word processing, database, and spreadsheet programs.

Education and Background

High School Diploma and CompTIA Security + certification

Years of Experience

2 years 

Required Skills

• Proficient in IT Service Management (ITSM) system ServiceNow, Remedy, or other similar systems.
• Excellent Customer Service and communications skills.
• Provide clear and concise communications with customers and keep customers updated on progress.
• 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 mentor and assist junior technicians.
• 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

Working Conditions

General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

• Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.
• Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.
• Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.
• Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.
• Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.
• Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.