Help Desk Support Specialist

The primary responsibility for this position is to provide technical support to end users in a desktop, server and infrastructure environment.

Strong analytical, and problem-solving skills are needed to be successful in this position.

This is a hybrid role with 2-3 days in the office per week. 

Major Duties and Responsibilities:


* Responsible for diagnosing and resolving Tier 1 and 2 issues


* Installation, Implementation and Administration of Microsoft System Center Suite (Configuration Manager, Operations Manager, DPM, etc.)


* Application and operating system maintenance and upgrades


* System backups and restoration


* System security and functional testing on both unclassified and classified systems


* Providing trouble tracking, coordination, notification, escalation and documentation to resolve events/issues, efficiently minimizing customer impact


* Interfacing with various levels of management for briefing on configuration and design updates and changes


* Responding to alarms and providing level 2 maintenance support for the customer base


* Keeping customers informed by providing status updates


* Providing outage reports to appropriate levels of management


* Verify adherence to security guidelines, including working with auditors to ensure the systems are compliant


* Suggest and implement solutions based on customer requirements and project goals


* Assist other IT professionals as required

Requirements:


* Experience with management of MS Windows Operating systems


* Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments


* Experience or working knowledge of DNS and DHCP infrastructure and technology


* Experience or working knowledge of VMware administration


* Ability to work responsibly with or without supervision


* Working knowledge of ITIL processes


* Good problem-solving skills and the ability to visualize a problem or situation and think abstractly to solve it

Qualifications Desired:


* Ability to work on a team of other administrators and with other groups to troubleshoot issues and solve problems strongly preferred


* Experience with MS Exchange


* Experience with SCCM


* Experience with NetApp storage


* Experience with Cloud storage


* Experience with Alarm/Physical security systems


* Good oral communication and technical writing skills


* Ability to handle constantly changing tasks and priorities, to be able to multitask effectively during busy times, and to exercise patience and professionalism during stressful situations is needed

Education:


* A High School Diploma and a minimum of 3 years of experience in a technical support role (e.g.

service desk, help desk, desktop support) is required.

Associate or bachelor's degree will be accepted in lieu of experience. 

KeyLogic is proud to be an EEO/AA employer M/F/D/V. 

See Job Description