Help Desk Specialist

General Description of the Engagement

W2 Contract

Rate- $25+/hour

Our client is seeking a Desktop Support Technician to become part of a highly motivated, top tier team of IT professionals. The candidate will support several agencies across the org. Successful candidates will have strong technical expertise and strong, effective communication skills. Responsibilities to include but not limited to troubleshooting complex hardware and desktop/SaaS software issues and imaging and replacing desktop, laptop, and tablets. Candidates may be considered for a full-time employee post at the end of contract.

This engagement is estimated to start ASAP, 40 hours weekly and run through 12/31/2025.

Expected Responsibilities:

Installs, upgrades, troubleshoots, and maintains endpoint hardware and software

Image computers, install applications using in-house tools (SCCM / PXE boot)

Responds to calls, chats, service tickets, and dispatched requests for technical support

Diagnoses and fixes endpoint network, software, and hardware issues

Install and troubleshoot hardware, peripherals (printers, headsets, monitors, webcams, etc.)

Communicates with users on proper computer uses and policies utilizing excellent customer service skills

Provides ad-hoc training to users and groups on hardware and software systems

Works with other IT teams on complex Incident and Request resolutions

Maintains computerized inventory of computer equipment through our support platform

Creates and maintains Knowledge-Based articles for support

Accurately records, updates, and documents requests using ServiceNow, and any other duties as assigned by the organization

Provides assistance with office moves, new hire setups (moving and set-up of IT equipment)

Performs all other necessary tasks related to IT Support of the respective agencies and supported locations

Business travel may be required to perform some support activities utilizing fleet vehicles

The ideal candidate will:

Have a very strong customerservice disposition with solid knowledge of multiple pc and tabletplatforms including Dell, Macintosh, and Panasonic

Be a strong communicator and detail oriented

Experience supporting Windows 10, 11

Experience supporting Microsoft Office 365

Experience working in an operational environment with interaction with infrastructure, applications, service management, senior management, and agency/business representatives

ServiceNow experience

Experience and knowledge in ITIL process handling incident, change and problem management

Independent self-starter able to collaborate actively with others in a cross-functional team

Excellent organizational skills and attention to detail, ability to meet deadlines and manage priorities

SCCM, Cisco AnyConnect/SecureConnect experience a plus

Can lift equipment up to 50 lbs

Required Minimum Qualifications:

Education requirement: Graduation from high school or the possession of GED, HiSET or TASC Certificate

Experience Requirement: Five (5) years of Information Technology experience performing user support desktop, legacy systems, and/or Information Technology communication systems

Education/Experience Equivalency: Additional appropriate education may be substituted for the minimum experience requirement

License/Certifications: Must obtain Criminal Justice Information Services (CJIS) clearance within 45 days of start date.