Helpdesk Specialist Journeyman

2 months ago

Washington, Washington, D.C., United States Serigor Inc. Full time
Job Description

At Serigor Inc., we are seeking a highly skilled and experienced Helpdesk Specialist Journeyman to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our end-users, ensuring that they receive prompt and effective assistance with their technical issues.

Key Responsibilities:
  • Incident Management: Respond to and diagnose technical problems through discussion with users, ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
  • Help Desk Operations: Supervise the operation of the help desk and serve as the focal point for customer concerns, providing support to end-users on a variety of technical issues.
  • Technical Support: Identify, research, and resolve technical problems, responding to telephone calls, emails, and personnel requests for technical support, and documenting, tracking, and monitoring problems to ensure timely resolution.
  • Second-Tier Support: Provide second-tier support to end-users for either PC, server, or mainframe applications or hardware, interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Problem-Solving: Simulate or recreate user problems to resolve operating difficulties, and recommend systems modifications to reduce user problems.
Requirements:
  • Education: Bachelor's degree in IT or related field or equivalent experience; IT-related certifications (CompTIA or equivalent) or equivalent work experience.
  • Skills: Expertise in supporting desktop operating systems (Windows 10, Mac OS X 10.10.X), experience using an endpoint management tool to provide remote support, strong customer service skills, and proficiency in Microsoft Office Suite (Office 2010+ and Office 365).
  • Experience: 6-10 years of experience installing and configuring system hardware/software in an enterprise environment, 6 years of experience installing operating system (OS) patches and upgrades, and 3 years of experience providing administrative support in an IT environment.
Preferred Qualifications:
  • Microsoft Certifications: MCP
  • Experience with ITSM Platforms: Experience managing service requests for IT support in ServiceNow or a similar ITSM platform.
  • Hardware and Software Troubleshooting: Expertise in troubleshooting hardware-related issues and complex software-related issues.
  • Communication Skills: Ability to demonstrate experience making non-technical users comfortable with complex technology concepts.

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