Help Desk Specialist

3 weeks ago

Washington, United States C2Engineer, Inc. Full time

Job Overview:
**Must be able to get a Government Clearance and pass background check.**

**Responsibilities**:
**Duties**:

- Manage the Service **Desk** which receives an average of 20,000 annual incidents and service requests from ~2’000 **users**:

- Develop and implement service **desk** policies and procedures
- Staff and train service **desk** agents **Monitor and improve service **desk **performance**:

- Work with other IT departments to ensure that service desk **requests are routed to the appropriate department for resolution**:

- **Work with customers to resolve service desk requests in a timely and efficient manner**:

- **Maintain service desk records and reports**:

- **Stay up-to-date on new technologies and trends in the service**

desk **industry**
- **Work with other management team members to develop Deskside Service objectives, keeping customer service and efficiency in mind.**:

- **Lead team meetings and coach and motivate team members.**:

- **Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.**:

- **Provide support to**

end users **on a variety of issues.**
- **Identify, research, and resolve technical problems.**:

- **Document, track, and monitor the problem to ensure a timely resolution.**:

- Install and configure computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware.

**Education**: Associate’s degree (Bachelor's Degree preferred) and CompTIA A+ certification. Additional relevant industry certifications preferred such as ITIL v4.

**Experience Required**: A minimum of five years computer support experience required. Technician is familiar with standalone and network computers, local area networks and wide area networks.

**Specialized Experience**:At least five (5) years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards. The technician needs to demonstrate the ability to effectively communicate orally and in writing and to have a positive customer service attitude.

This position offers an exciting opportunity for a tech-savvy individual to grow their skills in a dynamic environment. If you meet the qualifications and are passionate about providing excellent technical support, we encourage you to apply.

Pay: From $65,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance

Experience level:

- 5 years

Schedule:

- Monday to Friday

**Experience**:

- Help desk: 5 years (required)
- Windows: 5 years (required)

Ability to Commute:

- Washington, DC 20001 (required)

Ability to Relocate:

- Washington, DC 20001: Relocate before starting work (required)

Work Location: In person

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