Intermediate Helpdesk Specialist

Custom Software Systems (Inc.) is seeking an Intermediate Help Desk Specialist to join our client's user and desktop support team. The specialist will provide onsite desktop support to a user base of approximately 600, located in Washington DC, and at remote sites. The position will support the Endpoint Computing & Administrative Services team (ECAS).

     Responsibilities

• The Help Desk Specialist will interface with internal customers of varying technical ability and other technical support teams within the client to resolve a wide range of technical issues.
• The Specialist must demonstrate the ability to follow standard operating procedures and processes and assist the team in automating processes where possible.
• The Help Desk Specialist must have experience managing support efforts using a ticketing system such as ServiceNow or Remedy.
• The Help Desk Specialist may be called upon to provide occasional support over nights and weekends.

Required Qualifications

• At least five (5) years of experience providing helpdesk/desktop support in a Microsoft Windows Environment
• Perform as a Tier 2 or Tier 3 Information Technology Help Desk support

Education

• High School Diploma

Citizenship

US, Green card

Knowledge, Skills & Abilities

• Demonstrate technical knowledge and experience with setup, support, configuration, and troubleshooting for:
  • Microsoft Windows 10
  • Microsoft Office 365 suite of products (including Outlook, Word, Excel, PowerPoint, Teams, SharePoint)
  • Microsoft Project/Visio
  • HP Desktops/Laptops/Tablets
  • iPhones, and iOS
• Professional experience in using Active Directory
• Execute PowerShell scripts
• Experience using of SCCM to manage workstations and laptops
• Experience designing and supporting non-standard Windows 10 configurations as needed
• Must be customer service-oriented and self-motivated
• Demonstrated analytical and problem-solving skills
• Strong interpersonal and communication skills who can work with people at various levels of the organization