Help Desk Specialist

3 weeks ago

Falls Church, United States Network Designs Full time
Job Description:

Network Designs, Inc. is currently seeking a Help Desk Specialist to provide exceptional customer support and leadership within our IT department. This pivotal role involves phone and in-person support to users across a range of issues including email, directories, standard Windows desktop applications, and applications developed or deployed under our contracts. As the first point of contact for troubleshooting hardware/software PC and printer problems, the Help Desk Specialist ensures the smooth operation of our technological services. The ideal candidate will possess a mix of technical expertise, leadership skills, and a passion for delivering excellent customer service.

Note: Position is contingent on contract award.

Requirements:
•U.S. citizenship is required
•Ability to obtain and maintain a Public Trust clearance as required by contract.
•This position is onsite at designated DOJ locations based on contract requirements

Qualifications and Experience:
•Bachelor's Degree with 5+ years' related experience or 7+ years' equivalent work experience
•IT management certifications or technical support certifications preferred.
•Proven experience in IT support or help desk roles.
•Strong technical knowledge of Windows desktop applications and troubleshooting hardware/software issues.
•Excellent problem-solving and analytical skills.
•Exceptional customer service orientation and interpersonal skills.
•Familiarity with ITSM ticketing systems, preferably ServiceNow.
•Experience in a government contracting environment is a plus.

Responsibilities:
•Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.
•Provide phone, email and in-person support for a variety of IT related issues including email, directories, and standard Windows applications.
•Responsible for tracking, prioritizing, and resolving help desk tickets.
•Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.
•Stay updated on new technologies and industry trends to enhance help desk operations and user support.
•Support extended hour and weekend support as required by mission or emergencies.

NDi Benefits:

Network Designs is committed to attracting and retaining top talent by offering competitive benefits and salary packages. Our benefits package includes comprehensive health, dental, and vision insurance, 401(k) matching, and paid time off. In addition, we provide employer-paid life and disability insurance, professional development, education benefits, and much more to ensure our team has the resources they need to thrive on and off the job.

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