Help Desk Support Salary in USA

DescriptionThe Help Desk Support Technician will be responsible for providing technical assistance and support related to hardware, software, and networking systems. As a Help Desk Support Technician, you will serve as the first point of contact for users seeking assistance and respond to inquiries, troubleshoot technical issues, and maintain a high level of customer satisfaction.Key Responsibilities•Utilize strong communication and problem-solving skills to provide technical assistance to diagnose and resolve hardware, software, and network related issues. •Provide timely and effective support to users via phone, in-person requests, and the help desk ticketing system. •Guide users through troubleshooting steps to resolve hardware, software, or network issues. •Log, prioritize, and track support requests using the help desk ticketing system. •Monitor and manage the resolution of open tickets within established service level agreements (SLAs).•Collaborate with other IT team members to escalate and resolve complex technical issues. •Install, configure, and update software applications to ensure optimal performance and security. •Conduct routine maintenance and updates on computer systems and peripherals. •Coordinate with vendors for hardware repairs or replacements under warranty. •Develop and update documentation and guides for common technical issues. •Conduct training sessions with users for basic technical issues. •Ensure compliance with IT security policies and procedures. •Must have the physical and mental stamina to stand, walk, lift, and adjust to the noise and lighting of the manufacturing environment. •Other duties as assigned and not limited to just the above.Key Requirements•Excellent problem-solving and communication skills.•Customer-oriented with a patient and positive attitude.•Efficient time management skills to handle multiple tasks concurrently. •Strong knowledge of desktop operating systems, software applications, hardware, and networking components. •Experience with software installation, configuration, and updates. •Proficiency in using remote desktop tools for assistance.•Understanding of IT security principles and best practices. •Willingness to learn and stay up to date on industry trends. •Ability to conduct training sessions with users and create training materials. •Experience collaborating with hardware and software vendors.•Practical experience troubleshooting and resolving technical issues. •Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft, or others are desirable.•Commitment to continuous professional development.Education LevelAssociates or equivalentExperience Level1-2 yearsBenefits• Health/Prescription Coverage • FSA or HSA • Dental• Vision• Life Insurance • Company-match 401(k) Plan • Vacation/Sick/Paid Holidays *All benefits start on date of hirePhysical Requirements•Prolonged periods of sitting at a desk and working on a computer. •Must be able to lift up to 25 pounds at times.

Innova Solutions is hiring a Service Desk Agent for a Hybrid role in NYC! Position Type: Contract Duration: 6+ Months Location: NYC - Onsite 3 days/week. **Training onsite for 2 weeks. Must be flexible for shifts including weekends. We are seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. Chosen candidate will ll be considered as the firm's front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that the associate value is maintained to the standards set forth by the company. This is a call center environment with a steady flow of issues, needs and requests from internal end users.Responsibilities: • Provide application support through remote access tools to resolve internal end user issues • Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk • Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware • Remotely access and support end user machines to achieve first call resolution • Utilize Service Now as the ticketing tool to track and escalate tickets for end users • Assist with onboarding of new Agents by training and allow others to shadow • Perform other tasks as needed by the Service Desk ManagersBasic Qualifications: High School Diploma, GED, equivalent certification or military experience At least 1 year of remote help desk support experience Fluent in English Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience Windows 10 Certificate or 1+ years of equivalent Windows OS support experience Preferred Qualifications: Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience ITIL Certification 2+ years of remote help desk support experience ****Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction followed by several weeks of job-based shadowing. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Shift schedules will be set due to the call volume and needs of company. Must be onsite in the Manhattan NYC locations - hybridPAY RANGE AND BENEFITS: Pay Range- $25- $30/hr W2. *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP). ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Website: https://www.innovasolutions.com/ Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected] or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

Lead Help Desk Support AnalystLocation: Austin TexasClient: State of TexasOverall Experience: Minimum 12+ YearsServices are expected to start 05/06/2024*4601 W. Guadalupe, Austin, TX 78751- The worker will work remotely within TexasLevel Description :8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.Job Description :Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.Additional job details and special considerations :Acts as the technical team lead for the HHSC IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.II. CANDIDATE SKILLS AND QUALIFICATIONSMinimum Requirements:Leadership of a help desk / service deskExperience developing process / training documentationExperience researching and resolving escalated problems, including the most complex and/or critical customer issues.Experience gathering and analyzing performance metricsAbility to guide knowledge transfer as staff roll off and on the service desk

In person / On site in Seattle, WashingtonUS Citizens ONLYStrong communication and collaboration skillsEnd User Support managing mac/windows environment.Knowledge of AD, OKTA, etc.Intune & JAMF knowledge are preferred.

Title: Help Desk Support - OnsiteLocation: Golden, CO, USALength: Long termRestriction: W2 or C2CDescription:Interview : Skype; onsiteProvides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.Answer call center phones in a friendly, helpful and professional manner. Open a ticket for support and provide that support once trained. Create new network user accounts per procedure, Disable network accounts per procedure. Update Microsoft exchange information per procedure based on information supplied. Work tickets assigned in the queue and assist with assigning tickets to others in the team. Must be very customer service oriented, enjoy working with users to solve their issues over the phone primarily and in person when assigned. Adept at asking questions to better support the user with process and procedures. Must be a team player.Temporary position only. Must live local. Must be able to work from home on Fridays. Must be able to interview in person. Must be able to take CJIS certification training/exam.Required Skills6 years experiencenetworkwindowsexchangeActive DirectoryDesired SkillsPublic SectorA+ certification

https://www.swccd.edu/administration/human-resources/job-descriptions/files/jobdescription_csea_help_desk_supportspecialist.pdfResponsibilities:Under general supervision of immediate supervisor, provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues; troubleshoots user accounts, validates assigned software licenses, and responds to issues via the work order tracking system; receives, diagnoses, and provides immediate solutions for hardware, software and user, network, and security access issues; ensures quality customer service to users and follow-up on reported problems; maintains awareness of the full range of information technology (IT) services and products and escalates issues that cannot be resolved at the help desk level; and performs related duties as assigned. REPRESENTATIVE DUTIES: The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices. Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system; uses diagnostic techniques, asking pertinent questions and offering remote desktop assistance; determines severity of the issue and the best solution based on the situation; resolves or refers to appropriate technical staff; explains the problem-solving process to the customer, and as appropriate, guides users in resolving problems. Performs troubleshooting and validation for user authentication, multi-factor authentication (MFA), user/device based and perpetual software licensing, district owned cloud-based web applications, desktop software operation, printer assignments, mobile phone applications, and smart-classroom technical issues. Troubleshoots a variety of user issues problems relating to various software applications, email, network and printer operations, internet functions and desktop security issues; responds to a variety of questions and inquiries. Creates and monitors IT system work orders; routes any unresolved issues to the next level of support work queues; escalates urgent or emergency situations to supervisor. Creates documentation of established resolutions, procedures, workflows, diagnostics that may be customer facing or for internal staff. Maintains a professional demeanor and a positive attitude while managing customer relationships; sets expectations for timely resolutions within established policy and procedure. Monitors or executes batch processes for IT automated systems via prescribed operational procedures. Prepares computers and peripherals for deployment or surplus disposal, using flash drives, command line instructions, or other prescribed processes. Stocks IT storeroom and warehouse with new hardware including computers, monitors, and associated cables and parts; coordinates with warehouse staff to track technology orders; updates and maintains inventory logs. Performs related duties and responsibilities as required. Minimum Qualifications (Faculty and Academic Administrator Positions Only)Desired Qualifications: Strong critical thinking skills. Familiarity with Active Directory or Azure. Experience with a formal work order tracking system including creating, managing, and routing work tickets into queues. Experience with Microsoft 365. Licenses and Other Requirements:All District students and employees must participate in the COVID-19 Vaccination Program, which requires them to be fully vaccinated against COVID-19 unless they receive an approved medical or religious exemption.Working Conditions: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental or District policies and procedures. Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach overhead, above shoulders or horizontally, and twist; to push, pull, lift, and/or carry moderate amounts of weight up to 50 lbs.; to operate small hand tools and office equipment requiring repetitive hand movement and dexterity of hands and fingers and fine coordination including use of a computer keyboard and audio visual equipment; and hearing and speaking to verbally communicate to exchange information. Vision: See in the normal visual range with or without correction to read and to enter and retrieve data. Hearing: Hear in the normal audio range with or without correction.Salary:Range 26, Steps 1-7, $5,466.33-$6,915.88. Initial placement for external applicants is Step 1. An excellent benefits package which includes medical, vision, dental, retirement, vacation, generous sick leave package, and life insurance is available for the employee and eligible dependents.Salary Schedule:Classified Bargaining UnitWork Schedule:Monday-Friday: 7:00 a.m.-4:00 pm. (Approximately). Work schedule may be adjusted to meet the needs of the office. Successful candidate may be assigned to any of the campus sites (Chula Vista, National City, Otay Mesa, and/or San Ysidro). Start Date:As soon as the successful candidate is identified and following the subsequent governing board approval.Initial Screening Deadline:All application materials must be received on-line at https://jobs.swccd.edu. Position is open until filled. Applications received by the first screening deadline of 11:59 p.m. on Friday, September 22, 2023 are guaranteed to be reviewed by the selection committee. Any application received after the deadline is not guaranteed a review.Tentative Timeline (Subject to Amendments): | September 6-22, 2023 | Position advertised; District receives applications | September 22, 2023 | Initial screening deadline for guaranteed consideration. Position open until filled. | October 2-13, 2023 | Committee reviewing applications. | October 16-20, 2023 | Search Committee interviews candidates. | November, 2023 | Employment start date pending Governing Board approval. Open Until FilledNoSpecial Instructions to Applicants:Equivalency (Academic Faculty Positions Only)Equivalency (Academic Faculty Positions Only)" section to read as follows, "To teach classes at Southwestern Community College District, an applicant must have completed coursework that meets the California Community College's Chancellor's Office Minimum Qualifications for Faculty. In some cases, an applicant who does not possess the exact degree title(s) listed by the State may meet State requirements for equivalency. In this case, the District follows a process to determine equivalency. If this is the case, please complete the Supplemental Equivalency Application, for Academic Employment and upload this form with your online application.Foreign Degrees:Foreign degrees require an evaluation for United States equivalency from an agency having membership with the National Association of Credential Evaluation Services, Inc.Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying.For your convenience, we have provided the NACES (National Association of Credential Evaluation Services) membership list to assist you in complying with this requirement; click on the Helpful Job Tips link on the navigation bar. You may use any other certified transcript evaluation service at your disposal. Additional Information:We regret we are unable to accept faxed, e-mailed, mailed, or hand delivered application materials. Only complete application materials submitted through SWC online system will be accepted. To complete and submit your application for this position, please visit our online employment website at https://jobs.swccd.edu. All required information must be submitted online before the review date and time indicated on the job posting. A confirmation number will be assigned if your application packet has been successfully submitted. Assistance with the online application process is available through the Human Resources Office at 900 Otay Lakes Road, Chula Vista, CA 91910; telephone: (619) 482-6395 or e-mail to [email protected]. It is the sole responsibility of the applicant to ensure that all application materials are received by the review deadline date. A separate, complete application packet is required for each position for which you are applying for. All materials included in your application packet become District property, will not be returned, will not be copied, and will be considered for this opening only. Candidates selected for employment with Southwestern Community College District must be fingerprinted by an electronic fingerprinting service (i.e. LiveScan) within 10 days of employment; provide clearance of tuberculosis (dated within the past 4 years and renewed every four years as a condition of continued employment) within 60 days of employment; provide proof of eligibility to work in the United States. In addition to the above, for Faculty/Administrator positions (only), successful candidate must submit official (sealed) college transcripts confirming date degree conferred and/or a valid CA Community College Credential. Reasonable accommodations will be provided to candidates with verified disabilities. Accommodation requests should be made at the time the interview appointment is scheduled. As an Equal Opportunity Employer and in compliance with the Americans with Disabilities Act, Southwestern Community College District will make reasonable accommodations for individuals with disabilities. The Southwestern Community College District shall not discriminate against any person in employment or in any program affiliated with the District on the basis of age, ancestry, color, ethnic group identification, national origin, religion, race, sex, sexual orientation, physical or mental disability, veteran status, or on the basis of these perceived characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics. Notice of Availability of the Annual Security Report - Southwestern College is committed to assisting all members of the community in providing for their own safety and security. The Annual Security Report is available on the SWCPD website at https://www.swccd.edu/student-support/safety-and-security/jeanne-clery-act/. If you would like to receive a hard copy of the Annual Security Report, which contains this information, you can stop by the SWC College Police Department or you can request that a copy be mailed to you by calling (619) 482-6390. The report contains information regarding campus security and personal safety including topics such as: crime prevention; public safety authority; crime reporting policies; programs to prevent dating violence, domestic violence, sexual assault, and stalking; the procedures the College will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by the College or a recognized student organization; and on public property within, or immediately adjacent to and accessible from the campus. This information is required by law and is provided by the SWC College Police Department. Drug and Alcohol Abuse Prevention Plan (DAAPP) - More information about the DAAPP, including the Drug Free Environment and Drug Prevention Program Policy and Procedure and Biennial report can be found in the Health and Safety Section of the campus Consumer Information page ( http://www.swccd.edu/index.aspx?page=1084)Selection Procedure:A screening committee will evaluate applicants, taking into account the breadth and depth of relevant education, training, experience, skills, knowledge, and abilities. Selected applicants will be invited for an interview.INTERVIEW TRAVEL COSTS MUST BE BORNE BY THE APPLICANT.We reserve the right to re-open, re-advertise, delay or cancel filling this position. If additional positions become available in this classification, applications received in response to this posting may be considered for those additional positions for up to 90 days after final board approval.HR Contact Information:Southwestern Community College Human Resources (Bldg. 46B-150) 900 Otay Lakes Road Chula Vista, CA 91910 www.swccd.edu (619) 482-6395

- Help Desk / Field Technician (level 1.5)- Onsite in Costa Mesa- Direct-hire- $60-65K (depending on experience)The ideal candidate should have much of the following experience:Experience working in an IT department, managing clients/users and setting expectationsMicrosoft Windows Server and Client OS and desktop applicationsMicrosoft Active Directory, Group Policy, Exchange, SQLHosted Services, Office 365, Google Apps, Cloud Services, etc.Managed IT Services (MSP) experience a big plus but not requiredSmall business IT environmentsDuties will include:Field work at client sites and remote administration of client environments.Troubleshooting, repairing, maintaining and performing test activities on various computer equipment and computer network systems.Setting up software on client's computers; install software, patches, and drivers; prepare and deploy software packages.Assisting manufacturer's representatives in the installation of new computer equipment; assisting other technicians or the managers in repairing, installing and testing complex equipment or local area networks.Completing work orders on installing equipment or software, connecting and moving devices.Documenting troubleshooting efforts, identifying issues, gathering information and deploying fixes.Generating reports from the ticketing system or other management systems.Analyzing and diagnosing hardware, software, and operator problems.Troubleshooting of basic network connectivity issues of endpoint devices like desktop computers, laptops, phones, and printers; Configures and deploys printers and in office network hardware.Providing exceptional customer service; maintaining a professional and courteous manner.Decommissioning of systems using accepted data hygiene practices.Requirements:Associates degree or better in Information Systems, or a related field; or any equivalent combination of experience, education and training which provides the desired knowledge, skills and abilities.2+ years of experience as a Support Specialist / Technician (remote and onsite support).A+, Network+, Security+, MCP, MCDST or MCSE, certified candidates are preferred but not requiredAll qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Job Title: Help Desk Support SpecialistOverview: We are seeking a motivated Technical Help Desk Support Specialist to provide exceptional support to end users in resolving technical issues. This temporary position requires strong customer service skills, technical proficiency, and the ability to work effectively both independently and as part of a team.Responsibilities:Respond promptly and professionally to telephone calls, emails, and personnel requests for technical assistance.Document, track, and monitor technical issues to ensure timely resolution.Open support tickets and provide assistance to end users once trained.Perform tasks such as creating and disabling network user accounts, and updating Microsoft Exchange information following established procedures.Collaborate with team members to handle support tickets efficiently, including assigning tickets to appropriate team members.Conduct yourself in a friendly and professional manner when answering call center phones, ensuring a positive customer experience.Demonstrate strong customer service orientation, actively engaging with users to understand and resolve their issues effectively.Ask relevant questions to gather information and support users with processes and procedures.Must be available to work from home on Fridays and be willing to participate in in-person interviews and CJIS certification training/exam.Requirements:Associate degree in a related field preferred, or equivalent experience.Minimum of 1 year of experience in technical support or a related area.Familiarity with commonly used concepts, practices, and procedures in the field.Ability to follow instructions and pre-established guidelines.Strong teamwork and collaboration skills.

The Help Desk Support Specialist will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions.Duties:Provide Help Desk reports on the status of all projects, incidents, requests, and problems.Generate, post, and retain historical information for Help Desk performance measurements.Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.Troubleshoot, prioritize, research, escalate, and document user problems thoroughly and accurately within tickets.Respond to escalation tickets generated by the Enterprise Service Help Desk and take the necessary action towards resolution of the request or problem reported in a timely manner.Support all CAC pin resets.Provide end user support for hardware, software, new services, technology updates and system releases and associated peripherals.Provide support to IM/IT in-processing and out-processing ensuring documentation is correct and attached to tickets.Other duties as assigned.Skills:Excellent oral, verbal, and written communication skills.Strong interpersonal and customer service skills.Excellent organizational skills and attention to detail.Strong analytical and problem-solving skills.Qualifications:Must possess at least two (2) years of IT help desk support at a Tier II level or above.Must possess an active IAT-II security certification.Must possess an approved computing environment certification relevant to job duties, such as Microsoft Windows 10, Microsoft Windows Server, CompTIA Security+ CE, CompTIA A+, etc.Must have experience using a helpdesk ticketing system (Remedy).Must possess required certifications per DoD 8570.1M for privileged level access.Participation in rotational 24x7--365 on call support for emergencies required.Must be a US citizen--verification required.Desired Qualifications:Bachelor's Degree in Information Systems, Business, Communications, or related field.Working Knowledge of ITIL's Incident, Service, and Change management Methodologies.IT Help Desk experience in a healthcare setting.

The Help Desk Support Specialist will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions.Duties:Provide Help Desk reports on the status of all projects, incidents, requests, and problems.Generate, post, and retain historical information for Help Desk performance measurements.Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices.Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.Troubleshoot, prioritize, research, escalate, and document user problems thoroughly and accurately within tickets.Respond to escalation tickets generated by the Enterprise Service Help Desk and take the necessary action towards resolution of the request or problem reported in a timely manner.Support all CAC pin resets.Provide end user support for hardware, software, new services, technology updates and system releases and associated peripherals.Provide support to IM/IT in-processing and out-processing ensuring documentation is correct and attached to tickets.Other duties as assigned.Skills:Excellent oral, verbal, and written communication skills.Strong interpersonal and customer service skills.Excellent organizational skills and attention to detail.Strong analytical and problem-solving skills.Qualifications:Must possess at least two (2) years of IT help desk support at a Tier II level or above.Must possess an active IAT-II security certification.Must possess an approved computing environment certification relevant to job duties, such as Microsoft Windows 10, Microsoft Windows Server, CompTIA Security+ CE, CompTIA A+, etc.Must have experience using a helpdesk ticketing system (Remedy).Must possess required certifications per DoD 8570.1M for privileged level access.Participation in rotational 24x7--365 on call support for emergencies required.Must be a US citizen--verification required.Secret clearance required.Desired Qualifications:Bachelor's Degree in Information Systems, Business, Communications, or related field.Working Knowledge of ITIL's Incident, Service, and Change management Methodologies.IT Help Desk experience in a healthcare setting.