Help Desk/IT Support Specialist (Onsite in Philadelphia, PA)

$70,000 - $90,000/Yr

Nexgen Technologies - Lakewood, CO

Full-time - Mid Level

Lakewood, CO

Professional, Scientific, and Technical Services

About the position

NexGen Technologies, Inc. is currently seeking a Help Desk/IT Support Specialist to join our team in Philadelphia, PA. This role is pivotal in providing comprehensive desk side and telephonic IT support to our staff and clients. The specialist will be responsible for hardware, software, and connectivity support, focusing on desktop and notebook systems, peripheral devices, and various software platforms. The position requires operating and maintaining a centralized help desk system, providing telephonic support to other regional offices, and ensuring adherence to IT policies and standards. The individual will work closely with members of the NexGen and client teams, including domain experts and developers, to ensure seamless IT operations. The Help Desk/IT Support Specialist will provide on-site desk side support for desktop hardware, software, and connectivity for staff in Philadelphia and other designated regional offices. This includes delivering telephonic support to staff located in other offices within the Northeast Region. The specialist will operate and maintain a web-based help desk system to log and track all IT support requests, analyze, troubleshoot, and resolve IT issues, and escalate to IT specialists or external vendors when necessary. Additionally, the role involves installing, configuring, and upgrading desktop and notebook computers, printers, scanners, and other peripheral devices according to department configurations and standards. In terms of network and security, the specialist will assist with network configuration, including DHCP, DNS, and TCP/IP protocols, respond to security alerts, and administer network-based computer security training for new employees. Documentation and reporting are also key responsibilities, as the specialist will prepare and update technical instructions, manuals, and troubleshooting guides, and maintain property records for IT equipment. The role requires providing support for various software applications, including PMIS, AFS, and DOI programs like FBMS, GovTrip, and QuickTime, as well as liaising with external vendors and technical support providers to resolve hardware and software issues. Participation in weekly meetings and planning sessions with staff to review IT needs, issues, and strategies is also expected.

Responsibilities

• Provide on-site desk side support for desktop hardware, software, and connectivity for staff in Philadelphia and other designated regional offices.
• Deliver telephonic support to staff located in other offices within the Northeast Region.
• Operate and maintain a web-based help desk system to log and track all IT support requests.
• Analyze, troubleshoot, and resolve IT issues, escalating to IT specialists or external vendors when necessary.
• Install, configure, and upgrade desktop and notebook computers, printers, scanners, and other peripheral devices as per department configurations and standards.
• Manage user accounts in Microsoft Active Directory, including modifications, unlocks, and resets.
• Assist with network configuration, including DHCP, DNS, and TCP/IP protocols.
• Respond to security alerts and take appropriate action as directed by the Regional IT Security Manager (RITSM).
• Administer and track network-based computer security training for new employees.
• Prepare and update technical instructions, manuals, and troubleshooting guides as per IT policies.
• Record and maintain property records for IT equipment, ensuring compliance with property inventory and IT policy.
• Provide support for software such as PMIS, AFS, and DOI programs like FBMS, GovTrip, and QuickTime.
• Support other software applications, including Microsoft Office Suite, Autodesk AutoCAD, remote desktop tools, and mobile device management software.
• Liaise with external vendors, technical support providers, and maintenance contractors to resolve hardware and software issues.
• Participate in weekly meetings and planning sessions with staff to review IT needs, issues, and strategies.

Requirements

• Minimum 2-3 years of experience in IT support roles, preferably in a federal government environment.
• Experience with hardware and software troubleshooting, installation, and configuration.
• Proficiency in Microsoft Windows operating systems, MS Office Suite, and Active Directory.
• Strong knowledge of desktop and notebook hardware, network configurations, and peripheral device management.
• Familiarity with mobile device management software (MaaS360), remote desktop protocols, and VPN (Juniper/Secure Pulse).
• Excellent communication skills and the ability to work collaboratively with cross-functional teams.
• Ability to pass background screening prior to employment required.
• Willingness to travel to off-site locations.
• US Citizenship, or legal permanent residence, or US work authorization with minimum 3 years of continuous US presence is required due to federal contract requirements.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice-to-haves

• Preferred Certifications: CompTIA A+, Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

Benefits

• Competitive salary ranging from $70,000 to $90,000 per year, dependent on experience.
• Equal opportunity employer with a commitment to diversity and inclusion.