Intermediate Help Desk Specialist

Custom Software Systems Inc. is seeking an intermediate-level experienced support specialist to join our client’s user and desktop support team. The candidate provides onsite desktop support to a user base of approximately 600, located in Washington DC and at remote sites. The Intermediate Help Desk Specialist will support the Endpoint Computing & Administrative Services team (ECAS). The Intermediate Help Desk Specialist must demonstrate technical knowledge and experience with setup, support, configuration, and troubleshooting for Microsoft Windows 10, Microsoft Office 365 suite of products (including Outlook, Word, Excel, PowerPoint, Teams, SharePoint), Microsoft Project/Visio, HP Desktops/Laptops/Tablets, iPhones, and iOS. The ideal candidate will have professional experience in using Active Directory; executing PowerShell scripts; use of SCCM to manage workstations and laptops; and design and support non-standard Windows 10 configurations as needed. The Intermediate Help Desk Support Specialist will interface with internal customers of varying technical ability and other technical support teams to resolve a wide range of technical issues. The ideal candidate must demonstrate the ability to follow standard operating procedures and processes and assist the team in automating processes where possible. The Intermediate Help Desk Specialist  must have experience managing support efforts using a ticketing system such as ServiceNow or Remedy. The Intermediate Help Desk Specialist may be called upon to provide occasional support over nights and weekends.

RESPONSIBILITIES:

• Provide helpdesk/desktop support in a Microsoft Windows Environment
• Perform as a Tier 2 or Tier 3 Information Technology Help Desk support for the TS Systems
• Assist with Help Desk email and phone calls, creating tickets within Help Desk systems, ServiceNow ITSM, service request or change management system
• Respond to customer requests and resolve the issue if possible
• Assign request to next support group or application analysts.
• Communicate with support group regarding status of open tickets, ensuring timely resolutions.
• Ability to keep detailed notes on tickets

• Ability to be highly organized and keep Help desk tickets order

REQUIRED QUALIFICATIONS:

• Must be a US Citizen or Green Card Holder
• At least five (5) years of experience providing helpdesk/desktop support in a Microsoft Windows Environment
• Must be customer service oriented and self-motivated
• Demonstrated analytical and problem-solving skills
• Strong interpersonal and communication skills who can work with people at various levels of the organization
• Detail oriented
• Highly organized

DESIRED QUALIFICATIONS:

• Knowledge of ServiceNow ITSM

• Knowledge of or certification in ITIL Foundations

EDUCATION:

• Bachelor’s degree in computer science or a related degree in the IT field or equivalent experience