Service / Help Desk / Technical Support

Help Desk Specialist
Charleston, SC, USA
Full-Time (40)
Responsibilities:

Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications.
Serves as the initial point of contact for troubleshooting hardware/software PC, video teleconferencing and printer problems.
Assists with the configuration and deployment of client IT resources.
May help supervise the day-to-day operations of the help desk.
Identifies, researches, and resolves complex technical problems.
Creates and manages escalation procedures and ensures service levels are maintained.
Documents, tracks, and monitors problems to ensure resolution in a timely manner.
May oversee or mentor junior team members.
Qualifications:

• Bachelor's degree in Computer Science, or a related field; or High School Diploma and 4+ years of relevant professional experience
• 2-5 years of additional relevant professional experience
• Onsite/In-office support may be required up to 5 days per week
• Ability to follow strict standard operating procedures and technical documentation
• Experience providing IT support to a geographically-dispersed workforce preferred
• Prior experience with on-site government agency support preferred
• Ability to pass a National Agency Check (NACI) and maintain it throughout the duration of employment.
• Locations: Charleston, SC; Silver Spring, MD; Honolulu, HI; Multiple Positions