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Help Desk Specialist job

Hamdan ResourcesFort Bragg, NC
Hamdan Resources jobs

Company

Skills

Job Description

Help Desk Specialist

Fort Bragg, N.C. 

​*Must be U.S. Citizen with an active TS/SCI clearance 


Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.


Responsibilities:

  • Responds to and diagnoses problems through discussion with users. 
  • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  •  Provides support to end users on a variety of issues.
  •  Identifies, researches, and resolves technical problems. 
  •  Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. 
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. 
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Qualifications:

  • (2) years of directly related Information Technology Service Desk experience or equivalent combination. Must have A+, Network+ OR Security+ certification.
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    TASKS

    • Answer user inquiries regarding computer software or hardware operation to resolve problems.
    • Oversee the daily performance of computer systems.
    • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
    • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

    SKILLS

    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
    • SpeakingTalking to others to convey information effectively.

    KNOWLEDGE

    • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
    • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
    • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

    Hamdan Resources

    Type

    Company - Private

    Size

    Small

    Revenue

    $5M to $10M

    Location

    44790 Maynard Sq. Ste. 100Ashburn, VA, 20147

    Industry

    Human Resources

    Founded

    2016

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