Description

POSITION SUMMARY:

The Help Desk Specialist Level 2 role provides multi-faceted support to all ADDMAN internal clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for the intake of customer issues/problems through various channels, including phone, e-mail, Microsoft Teams, and the IT ticketing system. These issues include a variety of desktop technologies, including hardware, operating systems, printing, applications, and VPN technologies. This role is focused on escalated ticket resolution, thereby delivering the best customer experience for our team. This position is required to be on-site.

This position is subject to the International Traffic in Arms Regulations (ITAR), which requires U.S. citizen status. 

ESSENTIAL JOB FUNCTIONS:

• Provides case creation and triage for all incoming events utilizing our IT Ticketing system.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Provides advanced technical support & resolution for desktop services according to established Service Level Agreements (SLAs).
• Installs, configures, and maintains operating systems (Windows, macOS) and software applications. 
• Provide feedback to IT leadership regarding opportunities to improve the quality and value for our internal clients to foster relationships and trust with our internal customers.
• Ability to work in a high-energy environment with constantly shifting priorities.
• Works independently and escalates as appropriate on the customers’ behalf.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Occasional travel may be required.
• Perform other duties as directed.
• Provide support and mentorship to level 1 analysts.

Requirements

SKILL REQUIREMENTS:

• Provide hands-on and remote technical support to end users. 
• Troubleshoot hardware and software issues, including desktops, laptops, printers, and peripherals. 
• Assist with network connectivity, including wired and wireless connections. 
• Collaborate with other IT team members to resolve complex technical problems. 
• Educate end users on basic IT procedures and best practices. 
• Document support requests, resolutions, and system changes. 
• Maintain inventory of hardware and software assets. 
• Perform routine maintenance tasks, such as system updates and patches. 
• Ensure compliance with company IT policies and security protocols. 

QUALIFICATIONS:

• 3 years of IT work experience and/or progress toward completing IT certifications/degrees.
• Familiarity with Active Directory, Group Policy, and end-user management.
• Proficient with cloud management of Microsoft 365, Azure, Intune.
• Knowledge of virtualization technologies, and server management.
• Strong oral, written, and interpersonal communication skills.
• Proficiency in diagnosing and resolving technical issues across Windows and Server platforms.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Ability and desire to learn new technologies and concepts quickly.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to work a flexible schedule, including occasional nights and weekend shifts.