Job description

Intermediate Helpdesk Specialist

General Duties

Under general supervision, the Intermediate Helpdesk Specialist shall provide first-tier support to end users for either PC, server, or mainframe applications or hardware. The Intermediate Helpdesk Specialist also handles problems that are beyond the expertise of the first tier of the helpdesk support staff. Essential Duties and Responsibilities include but are not limited to:

- May interact with network service, software systems engineering, and/or applications

- development to restore service and/or identify and correct core problem as well as simulate or recreate user problems to resolve operating difficulties.

- Recommend system modifications to reduce user problems and maintain current and high-level technical skill in the IT field.

- Escalate more complex problems to senior level.

- Duties shall also include meeting established service level metrics for call response, technical support, and customer service, providing follow-up service to end-users to ensure that service provided by the Helpdesk has addressed their needs in a timely and efficient manner, and fully documenting call resolutions and ensuring all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable.

Qualifications

- Expertise in customer support operations and good communication skills.

- Excellent customer service skills and serves as point of contact for troubleshooting all IT related problems, including hardware/software, password and printer problems.

Clearance

Job Type: ESNS Independent Contractor

Salary: $30.00 - $32.00 per hour

Schedule:

8 hour shift
Day shift
Monday to Friday

Experience:

IT Helpdesk/Call Center experience, user support: 1 year (Required)
Windows, outlook, office 365 and ticketing system: 3 years (Preferred)
direct interaction with customers and clients: 3 years (Preferred)
computer hardware and software debugging: 3 years (Preferred)
troubleshooting password and printer problems: 3 years (Preferred)

Security clearance:

Active or inactive Public Trust or higher security clearance

Job Type: Full-time

Pay: $30.00 - $32.00 per hour

Schedule:

8 hour shift
Day shift
Monday to Friday

Education:

High school or equivalent (Preferred)

Experience:

IT Helpdesk/Call Center experience, user support: 1 year (Required)
Windows, outlook, office 365 and ticketing system: 3 years (Preferred)
direct interaction with customers and clients: 3 years (Preferred)
computer hardware and software debugging: 3 years (Preferred)
troubleshooting password and printer problems: 3 years (Preferred)

Security clearance:

Confidential (Required)

Work Location: In person

Engineering Software and Network Services (ESNS)

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