Help Desk Specialist

Help Desk Specialist

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

We have also successfully placed hundreds of candidates in the areas related to Information Technology, Engineering, professional, Scientific & Clinical, etc. for both our commercial and government clients.

1. Source: A recruiter sources candidates from various sources; the search starts from our proprietary database. Using advanced sourcing methods like social media, professional networking media, internal, and 3rd party job boards, we identify qualified candidates.
2. Validate: A recruiter validates the candidates' experience and skill sets against our client's position.
3. Initial Screening: Based on the position and the client's work culture, the recruiter uses initial screening questions to determine the most suitable candidates.
4. Submit: The recruiter will submit to the technical team qualified candidates who have passed the initial screening.
5. Technical Screening: The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates' technical skills.
6. Background Check: Administrative personnel will provide a detailed background check, as required, per client agreement.
7. On Board: On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client's location.

Job Description

General Statement of Duties and Responsibilities:

• Incumbents provide Tier 1 and Tier 2 computer technical support to internal customers and perform related work as necessary.

• The purpose is to ensure internal customers can effectively use computer resources as tools so that they can in turn perform their job functions.

Detailed Statement of Duties and Responsibilities:

• Monitor and interact with telephone, voicemail, email and ticketing systems.

• Monitor and maintain all IT Service Desk tickets. Responds to and close tickets appropriately.

• Consults with programming, network and server personnel on the operation of applications.

• Notifies the appropriate personnel on network outages and other computer system outages.

• Images, installs and troubleshoots workstations (PCs) at MassDOT offices.

• Installs, troubleshoots, configures, and deploys software and hardware.

• Installs, instructs and troubleshoots peripherals such as printers, scanners and signature pads.

• Supports RMV Service Centers technology needs, this includes maintaining computer systems.

• Supports Highway District Offices and Remote Depots' technology needs, this includes maintaining computer systems.

• Works with outside vendors to report and resolve faulty equipment.

• Upgrades workstations to meet software specifications.

• Image workstations for use in RMV Service Centers and Highway Offices.

• Use software utilities to maintain user accounts this includes changing passwords for email and accounts.

• Documents special procedures as needed.

• Work on special projects as required.

Qualifications Required At Hire:

• Knowledge and concepts of computer hardware and software support within a Windows environment.

• Excellent customer service skills.

• Ability to logically troubleshoot and resolve complex technology issues.

• Ability to exercise sound judgment and work independently.

• Ability to establish rapport with others.

• Ability to prepare and use technical documentation and flow charts.

• Ability to manage assigned vendors when problems are escalated.

• Demonstrate ownership of the support ticket lifecycle.

• 2-3 Years of Tier 1 and 2 PC/Computer support.

• Knowledge of servers and networking technology would be a plus.

• Technical certifications are a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.