Job Description

Job Title: Helpdesk Specialist

Location: Manassas, VA (onsite – 5 days in a week)

Position Type: Fulltime position

Responsibilities:

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:

• Advanced Technical Knowledge: In-depth knowledge of multiple operating systems (Windows, macOS), enterprise software, and hardware troubleshooting.
• 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.
• Remote Support: Expertise in using and managing remote desktop tools and supporting remote users effectively.

Customer Service Skills:

• 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.
• Escalation Management: Experience in handling escalated issues and working closely with higher-level technical teams to resolve complex problems.

Additional Skills:

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

Experience and Qualifications:

• 6 years of experience
• High School Diploma
• Proven Track Record: Demonstrated experience in a help desk or technical support role focusing on providing high-quality service and solving complex issues.
• Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified professional (MC).
• Project Management: Experience managing or participating in IT projects, including rollouts and system upgrades.

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