Help Desk Specialist - Bethesda, United States - Insight Global

Insight Global Bethesda, United States

3 weeks ago

Accounting / Finance

Description

Requirements:

3+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.

Bomgar/SCCM Remote Tools/RDP experience for remote troubleshooting.

Ability to lift/move/carry computer hardware to the required destination.

Skilled with creating documentation and work instructions based on completed work.

Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc.

Nice to Have Skills & Experience

ITIL Certification.

ServiceNow experience

MacOS troubleshooting and deployment experience

Microsoft MCSA, CCNA or other related technical certifications.

Job Description

Insight Global is looking to bring on two Secret cleared Help Desk Specialists to the team sitting out of Bethesda, MD in support of a Federal client. The Help Desk Specialists will be responsible for the following-

General Duties:

Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignments

Serve as the first point of contact for customers reporting technical issues.

Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.

Investigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.

Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.

Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.

Multi-task 3-5 concurrent computer support activities with detailed processes.

Recall from memory in a timely manner established computer support techniques.

As needed, perform troubleshooting for computer break-fix processes and software upgrades.

Document all troubleshooting and resolution steps within the customers ticketing system

Provide advanced level troubleshooting for Windows computer systems

Escalate incidents and problems as necessary

Work with internal technology teams to provide complete solution to customer's needs

Duties assigned by leadership team

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