IT Helpdesk Specialist - Hybrid Role with Tier One Technologies at Workwarp

Unlock a Rewarding Career as an IT Helpdesk Specialist with Tier One Technologies

At Tier One Technologies, a leading innovator in the IT industry and a part of the esteemed Workwarp company, we're committed to delivering cutting-edge solutions that drive success for our clients. As a key player in our organization, the IT Helpdesk Specialist plays a vital role in ensuring the seamless operation of our IT systems, providing top-notch support to our users, and driving the efficiency of our daily operations.

About the Role

We're seeking a highly skilled and dedicated IT Helpdesk Specialist to join our team in a hybrid capacity. As the first point of contact for our users, you will be responsible for resolving IT-related issues, performing routine maintenance tasks, and providing exceptional customer service. This is an excellent opportunity to leverage your technical expertise, grow your career, and make a meaningful impact in our organization.

Key Responsibilities

• Provide Tier 1 support to approximately 5000 users, handling over 500 trouble tickets per month, and resolving issues via phone, email, or MS Teams collaboration tool.
• Act as the first responder for IT-related issues, troubleshooting and resolving problems related to desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
• Manage user account requests, including creating, moving, and disabling accounts, as well as updating records and maintaining completed user SAARs on file.
• Assist with the quarterly and annual inventory of IT assets, ensuring accountability and proper documentation.
• Configure Personal Computers (PCs) for end-users, deploy and install PCs, monitors, and printers, and perform routine IT system maintenance tasks.
• Install and configure commercial off-the-shelf (COTS) and government off-the-shelf (GOTS) software, including Java, Flash, DMLSS, and NAVFIT.
• Collaborate with Government Services (GS) IT technicians to resolve complex IT issues, escalating problems as needed.
• Maintain accurate records of service calls, tracking requests for assistance, and documenting resolutions in the IT trouble ticketing system.

Essential Qualifications

To succeed in this role, you should possess:

• A minimum of 2 years of significant experience supporting an automation effort in a helpdesk and troubleshooting capacity.
• In-depth knowledge and hands-on experience with Microsoft Windows 10/11, MS Office, and other relevant software applications.
• Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
• Excellent communication and customer service skills, with the ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tool.
• US Citizenship and eligibility to access classified information.
• Current CompTIA Security certification.
• Active Secret clearance.

Preferred Qualifications

While not mandatory, the following qualifications can enhance your candidacy:

• Experience providing IT-related training.
• Additional hands-on desktop and/or Help Desk support experience.
• Familiarity with IT service management frameworks and best practices.

Skills and Competencies

To excel as an IT Helpdesk Specialist, you'll need to possess:

• Technical expertise in IT support, troubleshooting, and maintenance.
• Excellent problem-solving skills, with the ability to analyze issues and develop effective solutions.
• Strong communication and interpersonal skills, with the ability to work collaboratively with users, GS IT technicians, and other stakeholders.
• Adaptability and flexibility, with the ability to respond to changing priorities and demands.
• A customer-centric approach, with a focus on delivering exceptional service and support.

Career Growth Opportunities and Learning Benefits

At Tier One Technologies, we're committed to helping our employees grow and develop their careers. As an IT Helpdesk Specialist, you'll have access to:

• Ongoing training and professional development opportunities.
• Career advancement opportunities, with the potential to move into senior roles or specialize in specific areas.
• A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about IT and dedicated to delivering exceptional service.

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, teamwork, and customer focus. As a hybrid team member, you'll enjoy:

• A flexible work arrangement, with the ability to work from home or in our office.
• A collaborative and dynamic work environment, with opportunities to engage with colleagues and contribute to team goals.
• A culture that values innovation, creativity, and continuous learning.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including:

• A competitive salary, commensurate with experience.
• A range of benefits, including health insurance, retirement savings, and paid time off.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

Ready to Apply?

If you're a motivated and experienced IT professional looking to take your career to the next level, we encourage you to apply now. We're excited to review your application and discuss how you can contribute to our team's success.

Don't miss this opportunity to join a dynamic team and make a meaningful impact in the IT industry. Apply today and take the first step towards a rewarding and challenging career as an IT Helpdesk Specialist with Tier One Technologies at Workwarp.