Help Desk Support Specialist - KeyLogic Systems

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.

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:

• Associate’s Degree and minimum of 1 year of experience in Service Desk environment.  Equivalent combination of education and experience will be considered.
• Experience with management of MS Windows Operating systems
• Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments
• Experience and working knowledge of DNS and DHCP infrastructure and technology
• Experience and 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

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