Help Desk Support Specialist

Description

PingWind is seeking a highly skilled and experienced Help Desk Support Specialist to join our dynamic team. As Help Desk support specialist, you will play a crucial role in providing technical assistance and support to end-users within our organization.

Location: Carlisle Barracks Pennsylvania

Required Clearance: Secret

Required Education: HSD or GED, Help Desk certs, IAT 1, ITIL

Required Experience: Two+ (2+) years of relevant experience.

Responsibilities

· Answers user phone calls, enters tickets, Diagnoses-solve user low level problems issues.

· Responds to and diagnoses a wide range of problems. Maintains call logs, escalates problems to analysts and may be responsible for reporting.

· Provide first-line technical support to end-users via phone, email, chat, or in-person. Assist users with hardware, software, and network-related issues.

· Diagnose and resolve technical hardware and software issues. This involves identifying problems, researching solutions, and guiding users through step-by-step solutions.

· Create, prioritize, and manage support tickets using help desk software or ticketing systems. Ensure that all reported issues are tracked and resolved within established service level agreements (SLAs).

· Maintain comprehensive documentation of common technical issues and their resolutions. Update knowledge base articles and user guides to facilitate self-service troubleshooting.

Requirements

· Provide training and guidance to users on how to use various hardware and software applications effectively. Offer tips and best practices to optimize their workflow and minimize future technical issues.

· Assist with the installation, configuration, and troubleshooting of software applications on users' computers. Ensure that software licenses are properly managed and adhered to.

· Install, configure, and troubleshoot computer hardware components such as desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements when necessary.

· Troubleshoot network connectivity issues, including wired and wireless connections. Assist users with configuring network settings and resolving issues related to DNS, DHCP, and IP address assignment.

· Enforce security policies and procedures to protect the organization's IT infrastructure and data. Educate users on best practices for password management, data security, and malware prevention.

· Provide remote assistance to users working from off-site locations or remote offices. Utilize remote desktop tools to troubleshoot and resolve technical issues without physically being present.

Preferred Qualifications

Assoc or Tech degree preferred (not required)

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cyber security, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran-Owned Small Business (SDVOSB)\ Certified with offices in Washington DC and Northern Virginia. www.PingWind.com

Our benefits include:

· Paid Federal Holidays

· Robust Health & Dental Insurance Options

· 401k with matching

· Paid vacation and sick leave

· Continuing education assistance

· Short Term / Long Term Disability & Life Insurance

· Employee Assistance Program through Sun Life Financial EAP Guidance Resources

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law