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IT Help Desk Specialist/Customer Support Technician

3 months ago

Oceanside, United States Vision Information Technology Full time

Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes.

We seek a passionate, proactive IT Helpdesk Specialist/Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support.

Key Responsibilities:

  • Help Desk Support: Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
  • Ticket Management: Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with DHA ServiceNow or ServiceNow is a plus.
  • System Monitoring: Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
  • User Support: Resolve computer-related problems for users if possible or escalate to higher level support as needed.
  • Account Management: Create, move, disable accounts, and maintain records.
  • Asset Management: Assist in properly disposing and documenting all government IT assets.
  • Daily Operations: Resolve user desktop and application issues via phone or MS Teams.
  • Software Installation: Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
  • Inventory Management: Assist in quarterly and annual inventory of computers and peripheral equipment.
  • Hardware Configuration: Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.

Additional Duties:

  • Service Calls: Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
  • Service Call Tracking: Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
  • Ticket Management: Initiate and close out all service tickets, keeping stakeholders informed.
  • Problem Resolution: Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
  • Hardware/Software Configuration: Implement configurations based on customer standards and document accordingly.
  • Cabling: Assist with building equipment moves and disconnecting/reconnecting computer/system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.

Required Qualifications:

  • Active, Secret Security Clearance.
  • Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
  • Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
  • 1 year of experience providing IT and/or user training.
  • Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
  • Excellent communication skills and a good work ethic.
  • Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
  • Hands-on desktop and/or Help Desk support experience.

Preferred Qualifications:

  • Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.