IT Help Desk Specialist

The help desk is the central point of contact between users and IT and has a broad range of responsibilities, including delivering high-quality hardware and software support, identifying and lowering IT costs, supporting process and technology changes, and ensuring user satisfaction. Responsibilities also include receiving and tracking calls from users, attempting to resolve issues at initial contact, escalating incidents, notifying users of progress, and maintaining agreed-upon service levels. As the focal point for all IT service requests, this individual will assist the Service Desk personnel by performing routine tasks. Specifically, will be responsible for:

• Helping supervise the day-to-day operations of the help desk.
• Identifying, researching, and resolving complex technical problems.
• Creating and managing escalation procedures and ensuring service levels are maintained.
• Documenting, tracking, and monitoring problems to ensure resolution in a timely manner.
• Troubleshooting, upgrading, and/or replacing Dell hardware and software components, including but not limited to operating system installation, motherboard or power supply replacements, and software and license installation.
• Familiar with help desk-related standard concepts, practices, and procedure.

Minimum Requirements

• BS/BA in Computer Science, Mathematics, related field, or equivalent.
• 5-7 years of experience in computer help desk.
• Must have an understanding of computer network cabling and network file and print services.
• Proficiency in computer applications: Windows and Microsoft Office applications, required.
• Must have strong oral and written communication skills.

Other Requirements:

• Citizenship: US Citizen or Green Card holder
• Clearance: Must be able to pass a background check for a public trust.

We offer competitive compensation packages, including benefits such as health insurance, retirement plans, and professional development opportunities. If you are passionate about education and have the skills required for this role, we encourage you to apply.

Job Type: Full-time

Pay: Up to $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Help desk: 5 years (Required)

Ability to Commute:

• Silver Spring, MD Required)

Work Location: In person

Salary : $65,000