Job Description

Skills	No. of Years of Experience	Year last worked
Must Have: Advanced Technical Knowledge: In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting.
Must Have: Networking: knowledge of networking concepts (e.g., VLANs, routing, firewalls) and experience with network troubleshooting.
Systems Administration: Experience with system administration tasks, including user account management, permissions, and security configurations.
Help Desk Software: Advanced experience with help desk and ticketing systems (e.g., ServiceNow, Ivanti, Zendesk), including customization and reporting.
Must Have: Remote Support: Expertise in using and managing remote desktop tools and supporting remote users effectively.
Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified professional (MC).

Title: Help Desk/Desktop Support

Duration: 6 Months Contract to Hire

Work Authorization: GC/Citizen

Location: Manassas, Virginia (Manassas is in the Washington DC Metropolitan area)

Start Date: Immediate

Skills

• Must Have: Advanced Technical Knowledge: In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting.
• Must Have: Networking: knowledge of networking concepts (e.g., VLANs, routing, firewalls) and experience with network troubleshooting.
• Systems Administration: Experience with system administration tasks, including user account management, permissions, and security configurations.
• Help Desk Software: Advanced experience with help desk and ticketing systems (e.g., ServiceNow, Ivanti, Zendesk), including customization and reporting.
• Must Have: Remote Support: Expertise in using and managing remote desktop tools and supporting remote users effectively.

Certifications:

Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified professional (MC).

Job Description:

The Help Desk Specialist provides technical support to users by resolving hardware, software, and network issues via phone, email, or ticketing systems. Responsibilities include troubleshooting problems, documenting incidents, and escalating complex issues as needed. Strong communication skills and a solid understanding of IT fundamentals are essential. The role requires excellent customer service, efficient problem-solving, and a fast-paced environment.

Technical Skills

Customer Service Skills

1. Enhanced Communication: Exceptional verbal and written communication skills, with the ability to explain complex technical issues to non-technical users and write detailed, clear documentation.
2. Escalation Management: Experience in handling escalated issues and working closely with higher-level technical teams to resolve complex problems.

Experience and Qualifications

1. Proven Track Record: Demonstrated experience in a help desk or technical support role focusing on providing high-quality service and solving complex issues .
2. Project Management: Experience managing or participating in IT projects, including rollouts and system upgrades.

Additional Skills

1. Advanced Troubleshooting: Expertise in diagnosing and resolving complex issues, including hardware, software, and network-related problems.
2. Process Improvement: Experience identifying and implementing process improvements to enhance help desk efficiency and user satisfaction.
3. Documentation and Reporting: Ability to create and maintain comprehensive documentation, including knowledge base articles, and generate reports on help desk performance metrics.

Job Tags

Contract work, Immediate start, Remote job,

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