IT Helpdesk Support Specialist - TalentRemedy

Our client specializes in providing small businesses and government contractors with compliance and operational support including HR, Payroll, Accounting, Contracting, and IT. We hire experts in these areas who work with our clients to provide the part-time, expert services they need but are not ready to hire for at this point. We often have clients who hire us for one service, but then become clients of the other departments as well. We are known for our experience with government contracting and the ability to provide customized services to start-ups and small businesses.

What does a Helpdesk Support Specialist do?

This role is part of a cross-functional team while handling multiple tasks concurrently.

·        Provide remote and in-person technical support, incident, and problem management to end-sures on technology issues regarding computer operations, software support, setups and error messages.

·        In-person support includes 5-6 hours on Sundays (with flexibility to be off a weekday)

·        Troubleshoot and support software applications and business processes

·        Troubleshoot and repair new or existing hardware

·        Analyzes and tests new hardware / software configurations

·        Provide technical support for local and remote laptop users including rebuild, reimage, remote support, and VPN support

·        Assist the technical lead with projects from implementation through testing and production

·        Accurately update applications, websites, and content management systems

·        Accurately update and maintain electronic records with current data.

Please note

·        On call, and evening or weekend hours will be required as needed for support and maintenance issues (1 week every 8 weeks).

·        Some local travel will be required. Domestic travel could be required.

Requirements

Qualifications

·        Experience with computer systems support, helpdesk support, computer deployment and imaging

·        Working knowledge of Microsoft Office and Windows Operating Systems

·        Experience with Office365 administration and end user/client support

·        Supporting Windows Operating Systems 

·        Troubleshooting network and wireless issues

·        Working knowledge of computer networks and Wi-Fi

·        Experience supporting multiple clients or tasks simultaneously

·        Experience installing software, patches and updates on desktops and laptops

 

Preferred

·        Experience Macintosh operating systems

·        Technical certificates

Qualifications: · Minimum of a BA/BS in related field · 5+ years-experience working in an operations role · 5+ years in a management or leadership capacity · Strong ability to establish and maintain positive relationships with employees, managers, executives, and clients at all levels of the organization while maintaining confidentiality · Experience conducting both internal and external/client negotiations · Experience in general accounting, human resources and payroll, information technology and contracting · Working knowledge of customer relationship management · Excellent written and oral communication skills · Ability to work under tight deadlines managing multiple priorities · Advanced analytical, technical, and problem-solving skills and abilities · Understands and analyzes the impact of changing priorities and balances resources appropriately · Demonstrates active listening, critical thinking, sound judgment, and persuasion skills · Ability to solve complex problems and deal with a variety of work situations · Microsoft Office Suite experience Preferred: • Federal government contracts industry experience Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. • Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. • Diversity – Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce. • Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values. • Strategic Thinking – Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions. • Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans. • Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. • Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention. • Language Skills – Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. • Mathematical Skills – Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. • Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.