What are the responsibilities and job description for the Help Desk/Support Specialist (Levels 1-6) position at End To End Enterprise Solutions?
Clearance Required: Must Have TS/SCI Clearance
Summary: We are seeking Help Desk/Support Specialists at various levels to join our team. As a Help Desk/Support Specialist, you will serve as the primary point of contact for IT and IS services, providing technical assistance to users regarding computer hardware, software, and various IT issues. Your responsibilities will include recording incidents, troubleshooting, and resolving problems through in-person, telephone, or remote support. While specific duties may vary based on experience levels, each level is expected to deliver efficient and effective customer support services
Key Responsibilities:
- Record and manage incidents, providing comprehensive customer support for IT and IS services.
- Offer technical assistance to computer system users, addressing hardware and software-related issues, including printing, installation, word-processing, electronic mail, and operating systems.
- Maintain a service-oriented perspective, understanding the relationships and dependencies between hardware, software components, and supporting organizations.
- Troubleshoot and resolve computer problems for clients through various support channels.
- Provide guidance on the use of computer hardware and software, including installation, printing, word-processing, electronic mail, and operating systems.
Additional Responsibilities (may vary by experience level):
- Develop and implement software standards and guidelines to protect sensitive information.
- Test and modify databases and management systems, or oversee related programming tasks.
- Plan and implement security measures to safeguard data in computer files.
- Coordinate the installation and testing of new products and system improvements.
- Train users and answer their questions.
- Establish and optimize database parameters.
- Develop data models and methods for integrating different products.
- Review project requests and manage database development.
- Monitor database performance and make necessary adjustments.
- Stay updated on industry trends in database systems.
- Coordinate IT changes at field locations.
Requirements
Skills and Qualifications:
- Proficiency in computers and electronics
- Customer and personal service skills
- Knowledge of telecommunications
- Administration and management abilities
- Engineering and technology knowledge
- Critical thinking skills
- Effective verbal and written communication
- Complex Problem-solving abilities
- Deductive reasoning
- Inductive reasoning
Minimum Educational Requirements:
- HD/SS1: Bachelor's or Associate degree in a relevant field (Computer Science, Information Systems, Engineering, Business, or related discipline).
- HD/SS2: Bachelor's degree or equivalent experience.
- HD/SS3: Bachelor's degree or equivalent experience.
- HD/SS4: Bachelor's degree or equivalent experience.
- HD/SS5: Bachelor's degree or equivalent experience.
- HD/SS6: Bachelor's degree or equivalent experience.
Minimum Experience:
- HD/SS1: Bachelor's or Associate degree and 0-3 years, or 3 years of software development experience
- HD/SS2: Bachelor's degree and 3 years specific, or 7 years of experience
- HD/SS3: Bachelor's degree and 6 years, or 10 years of experience
- HD/SS4: Bachelor's degree and 11 years specific, or 15 years of experience
- HD/SS5: Bachelor's degree and 16 years, or 21 years of experience
- HD/SS6: Bachelor's degree and 16 years, or 21 years of experience
Certifications:
Relevant certifications may be considered equivalent to specialized experience.
Substitution Policy:
- General professional years of experience may be substituted for specialized years of experience at a ratio of 3 years of general experience for 1 year of specialized experience.
- An Associate’s degree in a relevant field will be considered equivalent to 18 months of specialized experience.
- A Bachelor’s degree in a relevant field will be considered equivalent to 3 years of specialized experience (total equivalency is not cumulative when combined with an Associate’s degree).
- A Master’s degree in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 5 years when combined with a Bachelor’s).
- A Doctorate in a relevant field will be considered equivalent to 2 years of specialized experience (up to a total of 7 years when combined with a Master’s and a Bachelor’s).
Salary : $130