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Helpdesk Specialist

1 month ago

Sacramento, United States iQuasar Full time

Benefits:

401(k)

401(k) matching

Dental insurance

Flexible schedule

Health insurance

Paid time off

Job Title: Helpdesk Support Specialist Location: Sacramento, CA Clearance: Secret or above

Position Responsibilities: Under general direction, provide 24/7 phone and on-site support for DMEA personnel and phone/remote desktop support for remote and TDY DMEA personnel. Support will cover a wide range of desktop hardware and software, common IT services, and DMEA specific applications on all DMEA unclassified and classified secret information systems. Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware. Handles problems that the first tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise. At a minimum the Help Desk Support Services – Senior will be required to perform the following tasks:

Document incidents using the DMEA ticket tracking system and create and publish knowledge base articles when applicable.

Meet DMEA-established service level metrics for call response, technical support, and customer service.

Resolve trouble calls using desk-side support, remote desktop, phone, and/or through email.

Respond to requests for network account modifications to include but not limited to account creation, configuration, deletions, and password/PIN resets.

Develop and maintain a computer image library, which includes but is not limited to desktop, laptop, tablet and thin client computers with DMEA system images.

Perform computer re-imaging, assist users with data backup and restore, and installation of software applications.

Setup computer systems with external monitor(s), switch box, keyboard, mouse, smart card readers, printers or any other approved external peripheral.

Assist with the set-up of IT in training classrooms and conference rooms as required.

Perform the manual installation of approved software, software patches, and security updates to client systems when required.

Perform troubleshooting of incidents and issues on approved software applications, computer systems, printers, scanners, and other approved connected peripherals.

Maintain approved software applications, computer systems, printers, scanners, and other approved connected peripherals.

Notify the government when IT consumables, such as printer ink or toner, are low in stock and need to be replenished.

Monitor logs and automated systems for DMEA IT system outages and incidents affecting multiple end users and initiate incident response procedures.

HBSS, ACAS and SCCM experience is a plus

Position Qualifications: Education:

BS/BA Degree preferred

AA degree acceptable with 10+ years of experience

Experience:

Minimum of 10 years of experience in help desk or information technology industry

Certifications:

Must have one of the following certifications

CompTIA A+

Cisco Certified Network Administrator (CCNA) – Security

Certified Network Defender (CND)

CompTIA Network+

Systems Security Certified Practitioner (SSCP)

Security+ CE

Highly desired to have the following computing environment certificates but will have 1 year upon hiring to complete both certifications:

Microsoft 365 Certified: Modern Desktop Administrator Associate (MD100 & MD101)