Help Desk Specialist

Help Desk Specialist II Responsibilities:

• Provide Tier 1 and 2 helpdesk support; maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc.
• Provide on-site customer support and training.
• Assist customers with and resolve routine application questions over the telephone.
• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff.
• Respond to all requests for assistance and determine the appropriate actions to resolve problems within agreed upon time frames in a timely and courteous manner.
• Log and report each service request and problem report. Familiarity with the use of trouble ticketing system (Footprints, Remedy, etc.).
• Close out trouble calls within time frames (specified in the performance requirements summary).
• Run basic SQL Server-based data reports requested by the Government (internal and external FOIA).
• Assist customers with all versions of Microsoft Office Suite.
• Provide customer desktop support using remote tools (Microsoft Remote Desktop, Bomgar).
• Track and log annual user compliance.
• Test software upgrades provided by the Government, provide user upgrade plan, schedule upgrades with users and conduct upgrades.
• Notify government of any unresolved user problems, outstanding trouble calls or other areas of concern.
• Assist customers with software installation.
• Use Microsoft tools to resolve Active Directory account issues (creation, password reset, group administration).
• Prepare new systems using existing imaging procedures and processes.

Help Desk Specialist II Qualifications:

• Minimum of 3 years experience providing technical support to system administrators and end users at various field offices throughout the United States.
• Proficient in troubleshooting and resolving Tier 1 & 2 support issues via phone and e-mail and providing on-site and remote customer support and training.
• Experience in troubleshooting Active Directory (AD), iOS mobile devices, web browser support (IE, Chrome, Firefox, Safari), Microsoft SQL Server Management Studio, local network connectivity.

Why should you work for Mindbank?

Since 1986, Mindbank has helped hundreds of clients solve some of the most complex IT problems through the strategic implementation of solutions and resources. Our clients include US Federal agencies, State & Local Governments, Tribal Organizations, Fortune 1000 companies, as well as Small Businesses.

Mindbank believes that our employees deserve the best care that our company can provide. We offer our employees a comprehensive and competitive benefits package including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long Term Disability
• Short Term Disability
• 401 (k) Plan
• Paid Time Off
• Training and Education Reimbursement
• Referral Bonuses

As an Equal Opportunity Employer, Mindbank is committed to a diverse workforce and we seek the most qualified candidate for each opening without regard to race, color, religion, age, gender, gender identity, marital status, sexual orientation, national origin, protected veteran status, or disability status.