Help Desk Support Specialist II (IT)

Location: On-site in Culpeper, Virginia, United States

Salary: $45,182–$67,774 per year

Company

Delivers cyber, engineering, financial management, and information technology solutions for federal government clients.

What you will do

• Diagnose and resolve hardware, software, operating system, application, printer, copier, and scanner incidents.
• Provide technical assistance for logged IT incidents and restore customer service as quickly as possible.
• Analyze problems and implement temporary or permanent fixes, escalating incidents when necessary.
• Record, update, and document requests in the IT service desk system.
• Install and configure IT equipment and perform software and hardware upgrades.
• Maintain a high level of customer service and create support documentation to help users resolve incidents independently.

Requirements

• At least 3 years of professional experience.
• CompTIA A+ certification.
• High school diploma or GED.
• Strong verbal and written communication skills for working with technical and non-technical colleagues.
• Ability to manage changing priorities, take ownership of issues, and attend required internal training.
• Ability to obtain a Public Trust clearance.

Nice to have

• ITIL4 Foundation certification or higher.
• HDI Support Center Analyst or HDI Customer Service Representative certification.
• KCS Principles experience.

Culture & Benefits

• Health, life, disability, and retirement plans for full-time employees.
• Paid time off, tuition assistance, and opportunities for professional growth.
• Collaborative, people-focused work environment with an emphasis on employee support and development.
• No travel is required.