Sr. Help Desk Specialist

Overview

Pro-Sphere Tek, Inc. (ProSphere) is seeking a Senior Help Desk Specialist to serve as an expert technician on an Information Technology Help Desk. The role requires system administration skills to troubleshoot Tier 1 and 2 calls in the Help Desk. The Sr. Help Desk Specialist must have experience supporting end users to resolve a range of technical issues. The candidate will operate under the supervision of the Customer Service Director and be professional with extreme attention to detail and patience.

The candidate will be responsible for providing remote administration and troubleshooting of end users challenges and be adept at repairing and resolving desktop system and peripheral devices issues. Experience with Microsoft Office Applications, and experience working in an office setting are critical skills as well as the ability to train end users on frequently asked technical issues. The candidate may also be asked to support the mobile device management platform for the customer, deploying configuration pushes to all mobile devices within the environment, etc

The role also requires the ability to support technologies that have been deployed to the organization.  A candidate that has a knack for learning new technologies and keeping up with new advancements, as well as possessing time management skills to balance multiple project assignments is desired.  Having the ability to understand concepts such as IT Service Management and Change Management are a plus. 

This is a full-time position located in Washington, DC. Veterans are encouraged to apply.

Responsibilities

• Maintain a wide range of hardware and network technology devices
• Resolve IT issues in a high volume, fast paced environment
• Contribute to maintaining a 99.999% operational system availability
• Available for nights and weekend support during critical periods
• Analyze and report on daily server event logs and provide corrective action as required
• Troubleshoot basic IT services, desktop systems and peripheral devices as needed
• Use of ticketing system to manage workload and end-user assistance via ServiceNow.

Qualifications

• Minimum high school and/or technical certifications required
• A minimum of 5 years’ experience as a Help Desk technician
• Experience providing IT support to multiple work sites
• Fluent understanding of the entire Microsoft Server ecosystem of applications- primarily Microsoft Windows Server technologies (including Hyper-V)
• 1 years of infrastructure backup solutions, VMware/virtualization and Microsoft System Center Configuration Manager experience desired
• 1 years of ServiceNow experience
• 1 years of Azure and CommVault technologies experience specifically, a plus. 
• Experience creating and deploying PowerShell scripts and batch scripts to manage/maintain software configuration changes desired
• Experience with MDM solutions (i.e. IBM Maas360 or Microsoft InTune) preferred
• Experience with MS Office, VPN, MS SharePoint, printers, WiFi
• Excellent customer service, communication and organizational skills are required
• Demonstrable troubleshooting and problem resolution skills for Desktops and Laptops
• Ability to work independently with minimal direction providing technical and non-technical support to multiple users
• Ability to work overtime required on occasion
• Ability to sit at a workstation for long periods of time
• Able to lift, carry, move, load and unload heavy objects (up to 50 pounds)

Benefits of Working at ProSphere:

ProSphere offers full-time employees a competitive total compensation package that includes paid vacation, paid sick leave, paid holidays, and paid military leave. Our insurance benefit plans include options for medical, dental, vision, company paid short-term and long-term disability, and company paid life insurance with options to buy additional life, AD&D, pet insurance, legal services, identity theft, and accident insurance at group negotiated rates. Flexible spending accounts and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has a matched employer contribution that is immediately vested. ProSphere invests in the professional growth of our employees through professional certifications and tuition reimbursement programs.

Equal Employment Opportunity & Affirmative Action Employer:

It is ProSphere’s policy to promote equal employment opportunities. All personnel decision, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state or local law.

Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HR@prosphere.com or by dialing 703-810-3007.

Please see the Equal Employment Opportunity and OFCCP notices for additional information: ProSphere’s EEO Statement, EEO is the Law, EEO Poster Supplement, and the OFCCP's Pay Transparency Nondiscrimination Provision.