Help Desk Support Specialist

3 weeks ago

Carlisle Barracks, United States PingWind Full time

**Description**

PingWind is seeking a highly skilled and experienced Help Desk Support Specialist to join our dynamic team. As Help Desk support specialist, you will play a crucial role in providing technical assistance and support to end-users within our organization.

**Location**: Carlisle Barracks Pennsylvania

**Required** **Clearance**: Secret

**Required** **Education**: HSD or GED, Help Desk certs, IAT 1, ITIL

**Required** **Experience**: Two+ (2+) years of relevant experience.

**Responsibilities**
- Answers user phone calls, enters tickets, Diagnoses-solve user low level problems issues.
- Responds to and diagnoses a wide range of problems. Maintains call logs, escalates problems to analysts and may be responsible for reporting.
- Diagnose and resolve technical hardware and software issues. This involves identifying problems, researching solutions, and guiding users through step-by-step solutions.
- Create, prioritize, and manage support tickets using help desk software or ticketing systems. Ensure that all reported issues are tracked and resolved within established service level agreements (SLAs).
- Maintain comprehensive documentation of common technical issues and their resolutions. Update knowledge base articles and user guides to facilitate self-service troubleshooting.

**Requirements**:

- Install, configure, and troubleshoot computer hardware components such as desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements when necessary.
- Troubleshoot network connectivity issues, including wired and wireless connections. Assist users with configuring network settings and resolving issues related to DNS, DHCP, and IP address assignment.
- Enforce security policies and procedures to protect the organization's IT infrastructure and data. Educate users on best practices for password management, data security, and malware prevention.
- Provide remote assistance to users working from off-site locations or remote offices. Utilize remote desktop tools to troubleshoot and resolve technical issues without physically being present.

**Preferred** **Qualifications**

Assoc or Tech degree preferred (not required)

**About PingWind**

Our benefits include:

- Paid Federal Holidays
- Robust Health & Dental Insurance Options
- 401k with matching
- Paid vacation and sick leave
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance
- Employee Assistance Program through Sun Life Financial EAP Guidance Resources

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law

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