Help Desk Support Specialist

3 weeks ago


Henderson, United States Compunnel Inc. Full time

Task Order Description

  • Working with the Service Center division to support and facilitate
  • Workstation (desktops and laptops) Refresh Project.
  • You will play a key role to make sure:
  • Workstations have the BIOS configured properly
  • Image workstation devices to City standards
  • Workstation devices are tested prior to deployment
  • Workstation devices are appropriately deployed on time to the required staff
  • Workstation devices are appropriately wiped and decommissioned


Primary Responsibilities include:

  • Using imaging software to deploy standard images
  • Testing endpoint configuration before and after deployment
  • Deploy endpoints onsite at many Cities locations
  • Make modifications to endpoint configuration as necessary
  • Providing helpdesk support relating to day-to-day operations and the Workstation Refresh Project
  • Assisting users with hardware and software issues
  • Troubleshooting and resolving technical problems
  • Collaborating with project stakeholders to communicate status, objectives, and timelines
  • Maintain accurate records of service requests, project status, and resolutions to issues


Other Duties could include:

  • Responds to customer inquiries and service requests; manages employee computer accounts and access; resets passwords; research access rights and modifies employee access for multiple systems
  • Documents all service requests and resolutions to in service request system; takes note of trends and common problems; determines if issues are City- or department-wide or unique to individual employee; provides information and technical support; analyzes, troubleshoots, and utilizes customized and commercial tools to resolve issues related to network connectivity, personal computer and mobile devices, hardware and software, and peripherals; works with vendors to resolve problems; escalates unresolved issues
  • Utilizes an asset management system to track hardware and software assets; accounts for items in stock, receipt of new equipment, back orders, and returns; issues equipment to departments and accepts returns; provides related inventory reports as needed; organizes and maintains the equipment storage area and ensures that it is secure
  • Coordinates projects, such as computer systems, AV systems, software, installations, and replacements with other technical staff and/or vendors
  • Provides training to non-technical employees and technical training and guidance to student assistants/interns


Required Skills and Experience

  • One year of experience in a combination of the following: computer hardware and software support, AV systems support, network resource administration, and customer support services
  • Excellent problem solving and communication skills
  • Ability to work well independently and as part of a team


Desired Skills and Experience

  • Strong knowledge of desktop hardware and software
  • A+ Certification
  • Prior experience in a helpdesk support role



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