Help Desk Specialist
Help Desk Specialist
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Job Description
Job Description:
Astor & Sanders Corporation an award winning IT solutions provider located in Rockville MD is currently seeking a Help Desk Specialist to provide desktop and technical support to over 10000 users. This is a full time position located in Lakewood CO.
Roles and responsibilities include:
Enter and manage technical support incidents in a ticketing system
Troubleshoot identify and resolve problems and escalating problems to appropriate systems engineers
Troubleshoot and resolve Tier 2 support issues via phone email remote desktop and on site using remote desktop tools (Microsoft Remote Desktop Bomgar)
Resolve issues and maintaining customer contacts according to a specified service level
Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD) AD password resets Mobile Device Management (iOS and Android devices) and network connectivity
Maintain and resolve issues with desktop/laptop computers client software peripherals printers local network etc. and provide onsite customer support and training
Assist end users of applications software operating on Windows 7 Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
Assist customers with and resolve routine application questions all versions of Microsoft Office Suite Google mail Calendar and Drive issues
Perform desktops and laptops setup; reimaging wiping and general hardware troubleshooting
Install software for laptops and desktops
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
Add and delete user accounts and maintain groups as required
Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing systems (Footprints Remedy etc.
Assistance with Mobile Device Management service activation general troubleshooting wiping devices.
Perform troubleshooting of local and network printer issues
Perform manual antivirus scan of desktop/laptop after malicious incident notification
Test software upgrades provided by the client provide user upgrade plan schedule upgrades with users and conduct upgrades
Notify client of any unresolved user problems outstanding trouble calls or other areas of concern
Experience:
2 years of help desk support experience
Bachelors degree in Computer Science Engineering or a related field is preferred
Experience with Microsoft Windows 7/10 Active Directory Apple/iOS and Android devices Microsoft Remote Desktop Bomgar Footprints Remedy.
Experience using Google Mail Calendar and Drive
Skills:
Strong written and oral communication skills are required
Must have a positive team player attitude
Strong analytical skills and be a creative selfstarter with the ability to work both independently and as a team player
Excellent time management skills to coordinate many different types of diverse activities
High level of analytical and technical skills and mastery of software is required to maintain data
Must be organized and detailoriented
Ability to interact with all levels of an organization in a professional diplomatic and tactful manner
Required Experience:
Unclear Seniority
Employment Type
Full-Time
