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Help Desk Specialist

2 months ago

Washington, United States Addison Group Full time
Job Title: Help Desk Specialist

At Addison Group, we are seeking an experienced Help Desk Specialist to join our team. As a Help Desk Specialist, you will be responsible for providing technical support to our clients, troubleshooting and resolving technical issues, and ensuring that our clients receive exceptional service.

Key Responsibilities:
  • Provide technical support to clients via phone, email, and in-person
  • Troubleshoot and resolve technical issues in a timely and efficient manner
  • Document and track all technical issues and resolutions
  • Collaborate with internal teams to resolve complex technical issues
  • Stay up-to-date with the latest technology trends and advancements
Requirements:
  • Active TS/Top Secret Security Clearance
  • 3-5 years of general IT experience, with at least 2+ years in a Windows environment
  • Experience as a Service Technician providing Tier 1 and Tier 2 support
  • Familiarity with end-user operations, including system sign-on, Active Directory maintenance, Exchange, and Microsoft Office programs
  • Experience with PC hardware, printers, scanners, computer peripherals, mobile devices, and client PC connectivity
  • Knowledge of file servers and basic networking concepts
  • Mobile Device Support: Experience provisioning and managing mobile devices using Microsoft Intune Mobile Device Management (MDM) software
  • Communication Skills: Exemplary telephone skills and the ability to provide clear, concise customer service
  • Service Desk Experience: Ability to write detailed and accurate logs of all user contact using ServiceNow or a similar service desk tool
  • Problem-Solving: Strong analytical and problem-solving skills, with a passion for troubleshooting and resolving issues
  • Clearance: Active Top-Secret clearance with SCI eligibility
  • Availability: Willingness to work the specified shift of Wednesday-Saturday, 7 am to 5 pm