Help Desk Specialist with Security Clearance

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Job description

Position - Help Desk Specialist
Location - Washington, DC (Work is Onsite)
Contract - Supporting Department of Education, Portfolio of Integrated Value-Oriented Technologies - Integration (PIVOT-I) program (3 year contract)
Pay Rate - $65,000 - $75,000 U.S. Citizen able to obtain a Public Trust Mindbank Consulting Group has an immediate need for a Help Desk Specialist. The Help Desk Specialist will provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. They will serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. The Help Desk Specialist will be interfacing with users; therefore, you should be articulate in your communications. Ability to explain technical intricacies to end users in a way that is easily understood. Maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Help Desk Specialist Responsibilities: • Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
• Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
• Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals
• Provide end-user software troubleshooting and supports daily maintenance and incident/problem resolution for escalation of desktop support related issues
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
• Connects and configures IT devices to use computer networks
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
• Provides software support for users' applications, including basic to advanced software operations and general use of computers and peripherals
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
• Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
• Develops end-user documentation and instructions
• Document all user requests and actions taken in ServiceNOW ticketing system.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
• Ability to work well under pressure and to meet deadlines as needed
• Re-images desktops and laptops, as needed, and deploys new equipment to end users
• Participate in special projects as required
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC's, laptops, and peripherals
• Follows set policies and procedures when assisting clients to ensure proper handling of requests
• Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
• Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
• Supports continuous improvement in the process and quality of the operations
• Provide support for escalated issues from help desk analysts Help Desk Specialist Qualifications: • 3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following: Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite.
• Experience using ticketing system (preferably ServiceNow).
• Experience with Mac hardware and software is desired.
• Strong customer service and end user equipment support skills
• Strong written and oral communications
• Ability to work well under pressure and to meet deadlines as needed.
• Must be able to obtain a Public Trust security clearance.
• Candidate agrees to obtain an ITIL Foundation level certification within their first 6 months of employment. Desired Certifications: • CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Apple Certified Support Professional
• Microsoft Certification for Windows 10 Why should you work for Mindbank? Since 1986, Mindbank has helped hundreds of clients solve some of the most complex IT problems through the strategic implementation of solutions and resources. Our clients include US Federal agencies, State & Local Governments, Tribal Organizations, Fortune 1000 companies, as well as Small Businesses. Mindbank believes that our employees deserve the best care that our company can provide. We offer our employees a comprehensive and competitive benefits package including: • Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Long Term Disability
• Short Term Disability
• 401 (k) Plan
• Paid Time Off
• Training and Education Reimbursement
• Referral Bonuses As an Equal Opportunity Employer, Mindbank is committed to a diverse workforce and we seek the most qualified candidate for each opening without regard to race, color, religion, age, gender, gender identity, marital status, sexual orientation, national origin, protected veteran status, or disability status.

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