Help Desk Support Specialist Job Description Template
Our company is looking for a Help Desk Support Specialist to join our team.
Responsibilities:
- Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers;
- Utilize automated incident tracking systems to record work orders. Provide technical customer support;
- Report significant outages and/or customer issues to appropriate government management personnel;
- Troubleshoot WIFI and GFE provided broadband devices and VPN connectivity;
- Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements;
- Submit daily systems reports and contact next level of support to escalate unresolved problems;
- Utilize network monitoring tools such as Solarwinds to monitor and proactively respond or alert appropriate support personnel;
- Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
Requirements:
- Understand when an issue needs to be escalated;
- Strong verbal and written communication skills Responding to requests for technical assistance via phone, voicemail or email;
- Creation of Knowledge Base articles to share resolutions with team members.