Helpdesk Specialist II

2 weeks ago

Baltimore, United States Baltimore City Community College Full time

Description/Job Summary A Helpdesk Specialist II is responsible for: Exhibit exceptional customer services skills Respond to clients requests for service in a timely manner, research issues and resolve each interaction with customer satisfaction. Escalate incidents to third level support (Systems/Network Administrators) when appropriate and follow-up in a timely manner. Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase. Install/modify computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing. Perform routine upgrades on computer workstations, software and associated peripherals. Coordinate hardware and software repairs with vendors, as needed. Assist users with more difficult and time-consuming problems on various types of technology hardware, computer system procedures, computer software, and telecommunications equipment. Help maintain accurate hardware and software inventories. Develop and test PC-based applications. Research virus, Trojan and worm issues and report findings to the supervisor. Research and evaluate solutions for hardware, software, and data security. Provide feedback to management on ways to increase efficiency, reduce cost, and improve services. Review and recommend revisions to IT policy and procedures. Setup and troubleshoot mobile devices such as smartphones, tablets, etc. Required Qualifications Minimum Qualifications: An Associate Degree in information technology-related discipline or a minimum of 8 years of experience working in a helpdesk environment; Excellent communications - oral and written; Five (5) years Network knowledge and experience with IP addressing, domains, work groups, active director, and permissions; Five (5) years advance computer skills; Ten (10) years of experience using software applications, such as Remote Desktop, Windows Operating Systems, Helpdesk Software, Microsoft Office Suite with exceptional skills in Excel and PowerPoint; Computer and Network utilities and tools, Internet, Malware, Anti-Virus, Desktop Imaging Software, etc.; Ten (10) years of computer and network troubleshooting experience. Five (5) years of Sys Prep experience and image creation and deployment Preferred Qualifications Preferred Qualifications: A Bachelor's degree in any information technology-related discipline; 10 years' experience working as in the capacity of Helpdesk Tier II or Tier III; Three (3) ITIL knowledge and experience; Time Management and Data Reporting; Image creation and deployment for desktops Eight (8) years using Sys Prep knowledge and experience to create standardized images; Remote Control Applications; Virtual Desktop setup and configuration; Mobile Management; Hardware encryption; Mac OS knowledge, experience, troubleshooting, and configuration on networks; Active directory, DNS, DHCP, HTTPS, SFTP, and TCPIP; WSUS and patch management experience; Cloud-base application management.

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