IT Help Desk Specialist

Job Title:

Help Desk Specialist - Onsite Role - 5 days a week

Project Duration:

3

Years Technical Skills:

Inture Autopilot, Azure Active Directory, Imaging, Microsoft 365 Admin Center, Exchange, Defender, Zscaler, Sharepoint, Remote Troubleshooting Tool experience.

Job Description:

The Help Desk Specialist is the first point of contact for end-users seeking technical assistance, This role will provide timely and effective resolutions to IT issues. Strong communication skills, technical expertise, and dedication to customer satisfaction will be applied to ensure the smooth and efficient operation of Help Desk services.

End-User Support:

Serve as the initial point of contact for end-users, responding to their inquiries, incidents, and service requests in a professional and friendly manner. Provide prompt and accurate resolutions to technical issues related to hardware, software, applications, and network connectivity. Guide users through troubleshooting steps to identify and resolve problems, ensuring minimal disruption to their workflow.

Ticket Management:

Create, update, and manage support tickets in the Help Desk ticketing system, accurately documenting all interactions and resolutions. Prioritize and escalate tickets based on severity and complexity, ensuring adherence to SLAs.

Remote Assistance:

Utilize remote support tools to assist end-users with technical issues, resolving problems remotely when possible to expedite solutions. Ensure secure and confidential handling of sensitive data during remote support sessions.

Knowledge Base and Documentation:

Contribute to the knowledge base by documenting common issues, troubleshooting steps, and solutions to facilitate faster issue resolution in the future. Keep knowledge base articles up-to-date and accessible to the Help Desk team and end-users.

IT Asset Management:

Assist in tracking IT assets, including hardware, software licenses, and peripherals, ensuring accurate and up-to-date records. Coordinate with other IT teams to facilitate asset provisioning, maintenance, and retirement processes.

Customer Satisfaction:

Demonstrate a customer-centric approach in all interactions, actively listening to users' concerns and feedback. Strive to exceed customer expectations and maintain a high level of satisfaction with Help Desk services. This position offers the opportunity to work in a dynamic IT environment where you can enhance your technical skills while providing valuable support to our users. If you are a proactive problem-solver with a passion for technology, we encourage you to apply. Join our team and be part of a collaborative work culture that values innovation and continuous learning.

Note:

This is an onsite role at Washington DC. Prior Security Clearance is very much preferred.

Job Type:

Contract Pay:

$42.50 per hour Application Question(s): Are you a US Citizen? Do you have experience using Azure Active Directory, Intune, MS365?

Work Location:

In person