IT/Help Desk Support Specialist

IT/Help Desk Specialist

Human Capital Resources and Concepts Inc. (HCRC) is a consulting firm that specializes in resource management capabilities that are utilized in all federal organizations. Our consultants have in-depth training and work experience in Department of Defense and other federal entities which includes the Intelligence Community. We have subject matter experts in all source analysis, mission support services, and information technology. Our services are structured to address everything from major strategic issues to more basic problems effecting everyday business practices. No matter the requirement it is our commitment to deliver objective, informed, and actionable plans to assist your organization.

HCRC is currently seeking a IT/Help Desk Specialist to join our team of qualified, diverse individuals within our organization.

This is a Full Time position that will include benefits such as healthcare, dental, paid time off, and 401k.

Salary is based on a combination of experience and education.

We look forward to reviewing your resume for this or even future opportunities which may arise!

Duties Provides a wide range of technical service with the utmost professionalism to users in a solution center setting. Provide information and direction to users on how to gain access to IT services. Troubleshoot and triage interaction and incident tickets Give guidance to clients to resolve their issue and prevent recurrences of the issue to the best extent possible. Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups. Inform clients of their IT options and the associated benefits and limitations. Provide expert technical support to customers having varying levels of computing skills. Identify incident trends and escalate identified problems to supervisory personnel. Works with walk-up customers to resolve IT issues and answer IT-related questions. Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction. Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance. Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible. Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems. Works under limited supervision on tasks within established procedures. Focus is on maintaining a high level of customer satisfaction. All personnel are required to be respectful, professional, courteous, and knowledgeable at all times. Provide desktop software application assistance.

Provide assistance during seminars/conferences

Qualifications

• Must have a Bachelor's degree
• Demonstrated experience in prioritizing the workday, balancing multiple projects, and working across multiple deadlines.
• Proficiency in Microsoft Excel and PowerPoint
• Ability to obtain a DoD Secret clearance
• Must be willing and able to travel
• Previous experience working for a Government contractor is a plus