Help Desk Support Specialist

3 weeks ago

Reston, United States Cimarron Software Services Full time

**Job Details**

**Help Desk Support Specialist - (BHDSS011822)**

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Job Title Help Desk Support Specialist Location Reston, VA 20190 US (Primary)

Job Type Short-Term # of Hires Needed 2 Education High School / GED Travel None Security Clearance Required None Pay Range $15.00 - 30.00/hr Position Introduction Cimarron is currently seeking entry-level and mid-level ***Help Desk Support Specialists*** to support the Nuclear, Security & Environmental (NS&E) global business unit of a major engineering, project management, and construction customer in Reston, VA. ***Although these positions are supporting a 1-year contract, they are full-time/benefited (i.e. PTO, 401(k), insurance) positions with Cimarron.***

Key Duties

* Provide IT call center level support to company offices and employees worldwide.

* Provide first-level troubleshooting of hardware, software, and operating system problems.

* Document user's problems through the use of an online problem management system, including opening, updating status, and closing problem tickets.

* Respond to personnel requests for technical support initiated via telephone calls, email, and problem tickets.

* Track and monitor problems to ensure timely resolution where required.

* Resolve PC software configuration problems and remotely install software products and/or approved patches.

* Troubleshoot computer problems, perform hardware and software diagnostics, and coordinate needed repairs.

* Resolve computer system problems, including coordination between users, product line specialists, and/or enterprise infrastructure support staff.

* Diagnose, isolate, and analyze problems utilizing historical database records.

* Monitor problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.

* Escalate unresolved issues to the successive level of support.

Required Skills, Experience, and Education

* Due to facility security requirements, only U.S. citizens are eligible for consideration at this time.

* Cimarron employees are required to follow federal, state, and local laws regarding COVID-19 practices, as well as customer requirements.

* Ability to work a shift schedule of 6:30 am - 4:00 pm Monday - Thursday and 6:30 am - 3:00 pm on Fridays.

* Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.

* Hands-on experience with Microsoft Windows operating systems.

* Experience with the methods of troubleshooting end-user problems, including set-up and support of software and hardware.

* Demonstrated excellent communication and customer support skills.

* Understanding of client-server and networking principles

* Ability to obtain Microsoft Certified Desktop Support Technician (MCDST) certification or equivalent within 12 months of hire.

* Knowledge of ITIL/ITSM concepts.

* High School diploma or equivalent and 5 or more years of experience, or Bachelor's degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline.

Additional requirements for mid-level:

* 1 or more years of experience in troubleshooting applications or network-related issues.

* 1 or more years of experience in utilizing ticket tracking tools such as Heat, Remedy, and Service Now.

* 1 or more years of experience in providing customer service.

* High School diploma or equivalent and 6 or more years of related experience, or Bachelors degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline.

Desired Skills, Experience, and Education Cimarron is a global solutions company with a strategic partnering approach to satisfying customer-driven requirements. We ensure customer success with a modern approach and experienced leadership. Driven by an entrepreneurial spirit, Cimarron is fueled by highly skilled employees, developing new innovative technologies, and delivering superior products and services. We believe in recognizing employees' worth by offering competitive salaries and benefits, including health, dental, and vision insurance, 401(k) contributions, educational reimbursement, and much more. From company communication through Company-wide information meetings led by our President and CEO, to an Awards program designed to recognize our amazing employees and their accomplishments, you will not only feel like you are a part of a team, you will be a valued member of the Cimarron family. Cimarron is an Equal Opportunity/Affirmative Action Employer, M/F/Disability/Veteran. Benefits Cimarron offers an outstanding Benefits Package including:

* Health Benefits

+ Major Medical and Hospitalization

+ Vision Care

+ Preventive Care

+ Dental Care

* Ancillary Benefits

+ Life Insurance and AD&D

+ Short-Term Disability Insurance

+ Voluntary Long-Term Disability Insurance

+ Voluntary Additional Life and Dependent Life Insurance

* Financial Benefits

+ 401(k) with Company Matching

+ Flexible Spending Accounts

+ Direct Deposit

* Other Benefits

+ Paid Time Off (PTO) and Holiday Leave

+ Education Reimbursement

+ Wellness Program

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