Help Desk Specialist 5

Title: Help Desk Specialist 5

Location: Boston, MA

Overview: IntelliBridge is an award-winning national security company with an immediate opening for a Help Desk Specialist 5. The Help Desk Specialist Department provides all aspects of end-user and workstation support. This primarily includes workstation and printer installation and repair, configuration and support for operating systems, off-the-shelf software, custom application software, minor network cabling required for workstation installation, troubleshooting of workstation application problems, connectivity, and performance, as well as user account management. This group is also used for the monitoring of system and server performance through defined tools and procedures and for generally less advanced server administration tasks, such as tape backups and patch installations.

Clearance: Ability to obtain & maintain a Public Trust Clearance

Responsibilities/Duties:

• Assists with implementing new commercial software and performs -level support tasks.
• Troubleshoots, diagnoses, and resolves PC software/configuration problems with minimal guidance on complex issues.
• Installs, tests, and configures software and/or monitors system/server performance, if required.
• Assists in evaluating and/or installing information center diagnostic tools, if required.
• Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting.
• Implements new commercial software and performs high-level support tasks.
• Troubleshoots, diagnoses, and resolves complex PC software/configuration problems.
• Evaluates and installs information center diagnostic tools, if required.
• Uses remote access/diagnostics software as required to identify and isolate problems.
• Trains new staff and users in the use of software and hardware.
• Responsible for account management such as: resetting passwords, unlocking accounts, modifying user groups, creating accounts, and troubleshooting.
• As required, handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assists users either in-person, over the phone, or both.
• Diagnoses causes of PC, server, and printer hardware problems and failures; and repairs, replaces, and adjusts faulty PC, server, and printer hardware components.
• Installs boards, peripheral devices, new PCs, servers (both Sun and Windows servers), and printers.
• Installs, tests, configures software, and/or monitors system/server performance if required.
• Performs basic network setup tasks that include switch installation and configuration.
• Performs basic network troubleshooting tasks that include network cable testing, cable repair, public and private wireless access testing, layer-2 network testing, and packet capture tools.
• Prepares technical reports or documentation for basic network maintenance and improvements.
• Moves, reinstalls, and configures PCs, servers (both Sun and Windows servers), printers, and other devices while making any necessary network connections.
• Works with higher-level staff on system hardware and software problems, cable plant expansions, and cable plant documentation.
• Organizes, installs, and maintains server cabinets and network racks (this includes network cabling, power, and KVMs).
• Organizes, installs, and maintains cabling for cable plants and data centers (this includes network cabling, power, and KVMs).
• Documents and labels data centers, server cabinets, network racks, and cabling.
• Prepares and provides directions/overviews of equipment setup procedures to other staff.
• Studies vendor products to determine which best meets the needs of the user.
• Leads projects such as operating system and application upgrades.

Required Skills/Qualifications:

• Technical or College degree
• Four (4) year of experience leading help desk support teams.
• Four (4) years of experience in customer/user service, in providing technical and end-user support for commercial PC operating systems and COTS and/or custom applications software in person and over the phone.
• Four (4) years of experience with Microsoft Windows client operating systems.
• Four (4) years of experience in network operations and support. At least one (1) of these years must have been spent supporting a LAN with a minimum of 500 nodes.
• Three (3) years' experience with Microsoft Windows client or server operating systems.
• Three (3) years' experience in network operations and support. At least one (1) of these years must have been spent supporting a LAN with a minimum of 500 nodes.
• Three (3) years' experience in diagnosing and resolving PC, server, and printer hardware problems.
• Two (2) years' experience configuring and installing network switches.
• Two (2) years' experience using Big Fix.
• Two (2) years' experience using ForceScout.
• Two (2) years' experience using remote access/diagnostics software such as Microsoft SMS/SCCM.
• One (1) year of experience researching problems, analyzing trends, and distributing findings.
• One (1) year of experience leading projects, such as client application upgrades.
• Attention to details.
• Ability to work with in a team environment or independently.
• Ability to document in the help desk application and other tools.

Required Certifications: A+, Microsoft Certified Professional (MCP), Windows 10 or similar.

Desired Skills/Experience:

• 2 to 4 years of experience:
  • Providing technical support on an enterprise environment with over 500 users.
  • Supporting Microsoft Windows client operative system.
  • Diagnosing and resolving PC and printer problems.
  • Imaging and configuring workstations.
• Experience in working with vendors for warranty, asset replacements, and repairs.
• Hardware repair experience.

Travel: N/A

Company Profile: IntelliBridge is a privately-owned company founded to provide business and technical services to government and commercial clients. Our business philosophy is to hire the brightest, yet humble, people we can find and provide them with the team, training, and support they need to exceed our customers' mission requirements. Our experienced, cleared, and professional workforce receives compensation and benefits that are intended to be among the best in our industry.