Help Desk Specialist

Help Desk Specialist Hillcrest Heights, MD Job Details Full-time 1 day ago Qualifications Knowledge management Computer science Maintenance inventory management Bachelor's degree in information technology Computer Science SCCM Associate's degree in computer science Laptop (troubleshooting support) Equipment installation iOS Maintenance Equipment troubleshooting Mid-level Windows Printer (troubleshooting support) Software installation Android 3 years Patch management Associate's degree in information technology Computer hardware HDI Certification Customer support ticket management Mobile device management ServiceNow IT Equipment maintenance Associate's degree CompTIA Security+ Bachelor's degree in computer science CompTIA A+ Intune Information Technology Full Job Description The Help Desk Specialist provides Tier 1 and Tier 2 hands-on IT customer support for more than 500 BEA employees and contractors at the Suitland Federal Center and Bowie Computer Center. This position handles daily helpdesk ticket management, desktop workstation support, hardware and peripheral management, mobile device configuration, imaging, vulnerability remediation, and conference room AV support. The specialist also assists with equipment moves, in-stock inventory management, and onboarding/offboarding IT support. This role is entirely on-site and requires a customer-service-oriented individual with strong hands-on IT troubleshooting skills and ability to work directly with executive staff. Monitor daily ServiceNow helpdesk tickets and resolve in a timely manner; coordinate with BEA Office of Customer Support as needed Provide comprehensive Tier 1 and Tier 2 desktop support; respond to helpdesk tickets and provide personal desk-side support Install, configure, and maintain BEA desktop computers, monitors, printers, scanners, and peripherals Distribute, relocate, and maintain desktop computers and peripherals; administer configurations with standard BEA images Assist with imaging and configuring BEA laptops; configure and issue BEA mobile devices Maintain records of available in-stock computers and peripherals; maintain equipment in storage Install and remove computer equipment for incoming and departing BEA users (onboarding/offboarding) Manage and perform computer equipment moves within and between BEA facilities Perform workstation vulnerability remediations; apply patches and security configurations Assist with excessing computer equipment including removal and sanitization of hard drives Provide support for printer problems and toner cartridge changes for personal and network printers Provide support for conference room audio/visual equipment and troubleshooting Troubleshoot computer connectivity problems; provide end-user hardware and software troubleshooting Package IT equipment for shipping to BEA remote users Create and maintain IT knowledgebase articles in ServiceNow Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience) 3+ years of Tier 1/2 helpdesk or desktop support experience in an enterprise environment Hands-on experience with Windows desktop support, imaging, and hardware configuration Experience managing and processing helpdesk tickets using a ticketing system (ServiceNow preferred) Ability to lift and move IT equipment (up to 50 lbs.) in support of equipment moves Strong customer service skills; ability to support executive-level users with professionalism Experience with mobile device configuration (iOS, Android) Experience with Microsoft Intune for endpoint device management and imaging Familiarity with SCCM/Configuration Manager for software distribution and patch management Experience with hard drive sanitization procedures (NIST SP 800-88 or equivalent) Experience supporting a federal agency helpdesk environment (Suitland, DC metro preferred) Working knowledge of ServiceNow for helpdesk ticket management and knowledgebase maintenance Experience with conference room AV systems and troubleshooting CompTIA A+ (required) CompTIA Security+ (required) Microsoft 365

Certified:

Modern Desktop Administrator Associate (preferred) HDI Support Center Analyst