IT Help Desk Specialist/Customer Support Technician

$52,000 - $52,000/Yr

Vision Information Technology Consultants - Oceanside, CA

Full-time

Oceanside, CA

Professional, Scientific, and Technical Services

About the position

Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes. We seek a passionate, proactive IT Helpdesk Specialist/Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support. As an IT Helpdesk Specialist, you will be responsible for providing first-line support for IT-related issues, managing trouble tickets, and ensuring effective communication with users and stakeholders. You will handle a variety of tasks including user support, account management, asset management, and software installation. Your role will also involve monitoring systems for network failures and assisting in the configuration and deployment of hardware for end users. You will be expected to log all assistance requests and maintain accurate records of service tickets, ensuring that all issues are resolved in a timely manner. This position requires a strong understanding of desktop support, troubleshooting, and communication skills, as you will be the first point of contact for users experiencing IT issues. You will work closely with system administrators and other IT technicians to ensure that all problems are addressed efficiently and effectively. Your proactive approach and ability to work collaboratively will be key to your success in this role.

Responsibilities

• Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
• Receive and manage trouble tickets and emails, resolving or assigning tickets to Government Services IT technicians as appropriate.
• Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
• Resolve computer-related problems for users if possible or escalate to higher level support as needed.
• Create, move, disable accounts, and maintain records.
• Assist in properly disposing and documenting all government IT assets.
• Resolve user desktop and application issues via phone or MS Teams.
• Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
• Assist in quarterly and annual inventory of computers and peripheral equipment.
• Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.
• Log all assistance requests and direct contact with end-users into the IT trouble ticketing system (ServiceNow).
• Initiate and close out all service tickets, keeping stakeholders informed.
• Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
• Implement configurations based on customer standards and document accordingly.
• Assist with building equipment moves and disconnecting/reconnecting computer/system cabling.
• Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.

Requirements

• Active, Secret Security Clearance.
• Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
• Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
• 1 year of experience providing IT and/or user training.
• Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
• Excellent communication skills and a good work ethic.
• Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
• Hands-on desktop and/or Help Desk support experience.

Nice-to-haves

• Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.