Help Desk Specialist

We are looking for a Help Desk Specialist with at least 2-3 years of hands on IT Helpdesk experience to work in support of a long term federal contract. This is a 6 month contract to hire position. We anticipate converting strong candidates to full-time, permanent employees!

Responsibilities include:

• Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in person, over the phone, or both.

• Under supervision, provides lower-level technical and end-user support for commercial PC operating systems and COTS and/or custom applications.

• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and updates the database to reflect the status and resolution of any user problems.

• Maintains records of contacts and system problem/resolution logs and creates and runs reports for trends analysis.

• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.

• Diagnoses causes of PC and server hardware problems/failures and

repairs/replaces/adjusts faulty PC and server hardware components.

• Performs preventive maintenance.

• Installs boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.

• Moves, reinstalls, and configures PCs, servers, printers and other devices while making any necessary network connections.

• Works with higher-level staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.

• Provides technical support for stand-alone and network printers, including high capacity, high-speed printers.

• Provides end-user help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.

• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

• Provides technical and end-user support for commercial PC operating systems and COTS and/or custom applications.

• Assists with implementing new commercial software and other technology deployments and upgrades.

JOB REQUISITION

• Troubleshoots, diagnoses, and resolves PC software/configuration problems, referring more complex issues to senior personnel.

• As required, installs, tests, and configures software and/or monitors system/server performance.

• Assists in instructing and training new staff including developing training plans and manuals

The candidate must

• One (1) year of experience configuring and installing network switches.

• One (1) year of experience working with remote access/diagnostics software, such as Microsoft SCCM.

• Two (2) years of experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone.

• Two (2) years of experience working with Microsoft Windows client or server operating systems in a network environment.

• Two (2) years of experience in network operations and support.

• Two (2) years of experience in diagnosing and resolving PC, server, and printer problems.

• Excellent Analytical skills

• Ability to be flexible and adaptable to changing priorities and needs

• Ability to effectively communicate with stakeholders and demonstrate patience and exceptional customer relationship management skills

• Excellent Organization and Time Management skills

• Ability to work in a team environment

• Must be able to achieve a federal government Public Trust clearance

Job Types: Full-time, Contract

Pay: $45,000.00 - $50,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Fort Walton Beach, FL: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• IT Help Desk: 1 year (Required)
• Software troubleshooting: 1 year (Required)
• Network support: 1 year (Required)
• Technical support: 2 years (Required)

Work Location: One location