Senior Help Desk Specialist

Job Summary :

The Senior Help Desk Specialist provides comprehensive IT support, including hardware and software installation, maintenance, and troubleshooting. This role involves resolving technical issues for both local and remote users, managing IT inventory, and ensuring adherence to security and project management policies. The specialist will utilize ticketing systems, apply diagnostic techniques, and contribute to the overall efficiency of the IT support function.

Location : Maryland, United States

Responsibilities :

• Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.
• Utilize ticketing systems to answer user questions, solve desktop / laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.
• Provide telephone and online remote software / computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.
• Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and / or other technical changes necessary.
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.
• Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.
• Provide daily and weekly status reports of ongoing efforts.
• Adhere to all security, change control, and PMO policies, processes, and methodologies.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :