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Help Desk Support Specialist II
Norfolk, VA
Job Description
- Relies on extensive experience and judgment to plan and accomplish goals.
- May lead and direct the work of others.
- Serves as the initial DIO point of contact for troubleshooting hardware and software problems.
- Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues.
- Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
- Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using help desk systems or tools.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
- Fulfills all service level standards for response time and quality.
- Works under the close direction of senior personnel in the functional area.
- Possesses a moderate understanding of general aspects of the job.
- 1+ years of experience in a help desk role or similar.
- Knowledge of commonly-used concepts, practices, and procedures within a particular field.
- IAT Level I certified
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
1+ years
Required Security Clearance
Secret
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