Help Desk Specialist

Responsibilities

• Provides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications.
• Serves as the initial point of contact for troubleshooting hardware/software PC, video teleconferencing and printer problems.
• Assists with the configuration and deployment of client IT resources.
• May help supervise the day-to-day operations of the help desk.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• May oversee or mentor junior team members.

Qualifications

• Bachelor's degree in Computer Science, or a related field; or High School Diploma and 4+ years of relevant professional experience
• 2-5 years of additional relevant professional experience
• Onsite/In-office support may be required up to 5 days per week
• Ability to follow strict standard operating procedures and technical documentation
• Experience providing IT support to a geographically-dispersed workforce preferred
• Prior experience with on-site government agency support preferred
• Ability to pass a National Agency Check (NACI) and maintain it throughout the duration of employment.
• Locations: Charleston, SC; Silver Spring, MD; Honolulu, HI; Multiple Positions

The role is contingent upon CSS winning the contract, please note it can take several months before we know whether this role will be filled