• Help Desk Support Specialist

    Job Locations US-MD-Rockville
    Job ID
    2018-1140
    Category
    Information Technology (Infrastructure)
    Department
    Information Technology (Infrastructure) - Help Desk
    Job Status
    Active
    Type
    Regular Full-Time
  • Role Summary

    As a Help Desk Support Specialist, you will support the internal infrastructure and users of the company.  The ideal candidate has previous background in helpdesk support as well as desktop administration.

    What Will You Be Engaged In Day-To-Day?

    • Serving as the first point of contact for employees seeking technical assistance over the phone or email.
    • Answering service calls clearly and effectively.
    • Routing tickets to appropriate team members.
    • Performing desktop and/or laptop imaging using Windows Deployment Services.
    • Providing installation assistance and troubleshooting issues with Microsoft Windows 10, Microsoft Office 2016, Adobe Creative Suite, Anti-virus, VPN, etc.
    • Identifying, researching, and resolving technical issues with the Local Area Network (LAN).
    • Following up with customers, providing feedback, and seeing problems through to resolution.
    • Documenting support requests using the helpdesk ticketing system.
    • Writing tips, FAQ's, and knowledge articles for the helpdesk knowledgebase.
    • Prioritizing and independently managing time on multiple projects simultaneously.
    • Escalating higher level issues to management as needed.
    • Providing onsite and remote coverage outside of normal business hours as needed.
    • Performing other duties as assigned.

    What Qualifications Will Help You Succeed?

    • BS or BA in Information Systems, Computer Science or relevant field.  Minimum of 2 years of Helpdesk experience.
    • Familiarity with Windows 10 operating systems and Mac OS.
    • Experience working with Active Directory.
    • Knowledge of Microsoft Office 2016, Adobe Creative Suite, remote access (VPN), and mobile devices.
    • Ability to diagnose and resolve basic technical issues.
    • Excellent follow through, attention to detail, and organizational skills.
    • Strong technical research skills.
    • Superior communication skills (interpersonal, written and verbal).

     

    Management retains the discretion to add to or change the duties of the position at any time.

     

    IQ Solutions is an Equal Opportunity Employer and an Affirmative Action Employer (M/F/Disabled/Veteran). IQ Solutions prohibits employment discrimination based on race, color, religion, creed, age, sex, sexual orientation, gender identity/expression, national origin or ancestry, marital status, status as a military veteran (including recently separated and other protected veterans), or status as a qualified handicapped or disabled individual, or as Vietnam-Era Veteran, in accordance with applicable law. For more information about our commitment to equal employment opportunity, please click here.

     

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