Help Desk Support Specialist

The primary responsibility for this position is to provide technical support to end users in a desktop, server, and infrastructure environment. Strong analytical, and problem-solving skills are needed to be successful in this position. Sign-on bonus.

Major Duties and Responsibilities:

• Responsible for diagnosing and resolving Tier 1 and 2 issues
• Installation, Implementation, and Administration of Microsoft System Center Suite (Configuration Manager, Operations Manager, DPM, etc.)
• Application and operating system maintenance and upgrades
• System backups and restoration
• System security and functional testing on both unclassified and classified systems
• Providing trouble tracking, coordination, notification, escalation, and documentation to resolve events/issues, efficiently minimizing customer impact
• Interfacing with various levels of management for briefing on configuration and design updates and changes
• Responding to alarms and providing level 2 maintenance support for the customer base
• Keeping customers informed by providing status updates
• Providing outage reports to appropriate levels of management
• Verify adherence to security guidelines, including working with auditors to ensure the systems are compliant
• Suggest and implement solutions based on customer requirements and project goals
• Assist other IT professionals as required

Requirements:

• Experience with management of MS Windows Operating systems
• Working knowledge of the latest Windows Operating Systems and standard Applications, configuration, and deployments
• Experience or working knowledge of DNS and DHCP infrastructure and technology
• Experience or working knowledge of VMware administration
• Ability to work responsibly with or without supervision
• Working knowledge of ITIL processes
• Good problem-solving skills and the ability to visualize a problem or situation and think abstractly to solve it

Qualifications Desired:

• Ability to work on a team of other administrators and with other groups to troubleshoot issues and solve problems strongly preferred
• Experience with MS Exchange
• Experience with SCCM
• Experience with NetApp storage
• Experience with Cloud storage
• Experience with Alarm/Physical security systems
• Good oral communication and technical writing skills
• Ability to handle constantly changing tasks and priorities, to be able to multitask effectively during busy times, and to exercise patience and professionalism during stressful situations is needed

Education:

• A High School Diploma and a minimum of 3 years of experience in a technical support role (e.g. service desk, help desk, desktop support) is required. Associate Degree preferred

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