1792 - Help Desk Specialist - Onsite - Active Secret Required

Rollout Systems, LLC; Maryland; On-site; USD 66,000 - 94,000; Full time

Job summary

A dynamic IT company located in Maryland is seeking a Help Desk Specialist to provide onsite support for enterprise IT. This position requires comprehensive technical knowledge and a strong emphasis on customer service to assist users effectively. The successful candidate will have a significant role in improving IT support services with a focus on user satisfaction.

Benefits

Generous PTO/Leave Package

11 Paid Federal Holidays

Medical, Dental, & Vision Plan

Short-Term & Long-Term Disability

401K Retirement & Matching

Profit Sharing Plan

Tuition Assistance Program

Qualifications

• 5+ years of experience in help desk Tier 1, Tier 2, or Tier 3 operations.
• Experience with microcomputer hardware and networks.
• Required certifications: CompTIA Security+ CE.

Responsibilities

• Provides first-tier technical assistance to computer users.
• Answers questions or resolves computer problems for clients.
• Documents, tracks, and monitors technical problems to ensure timely resolution.

Skills

Technical support

User assistance

Problem-solving

Communication

Education

AS/AA degree in Computer Science, Information Sciences

Tools

Remedy/Help Desk Management Systems

M365 office suite

MS Teams

Windows operating system

Job description

ABOUT US

Rollout Systems works with a wide spectrum of talent to establish an atmosphere that stimulates creativity, constant progress, and achievement. We believe in empowerment for success and providing the tools to do the best job for our customers. Our corporate values are transparent; being open and honest with each other. Come and join our dynamic team!

JOB DESCRIPTION

Seeking a highly motivated and driven HelpDeskSpecialistto work Onsitesupporting enterprise IT for our War-fighter customer who upholds America's status as the "Land of the Free" every day, at work, or at play.

RESPONSIBILITIES

• Provides first-tier software, hardware, and printing technical assistance to computer users
• Answers questions or resolve computer problems for clients in person, email, via telephone, or electronically
• May provide assistance concerning the use of computer hardware, software, and printing
• Responds to and diagnoses problems through discussions with users
• Provides timely support to end users on a variety of issues, to include identifying, researching, resolving, and following up on technical problems
• Serves as focal point for customer concerns
• Documents, tracks, and monitors the technical problems to ensure a timely resolution
• Interact with multiple teams to include system administrators, network technicians, infrastructure technicians, and application engineers to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• A working knowledge of the M365 office suite, MS Teams, and the windows operating system

REQUIREMENTS

• 5+ years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate
• Experience with Remedy/Help Desk Management Systems
• Progressive experience in the management of a technical support team
• Experience developing and providing Service Level Agreements and Help Desk deliverables

REQUIRED CERTIFICATION(s)

• CompTIA Security+ CE
• Industry Certification AZ-900 – Microsoft Azure Fundamentals (Obtained 90 days after Start Date)

SECURITY CLEARANCE

• Active SecretSecurity Clearance

EDUCATION

• AS/AA degree in Computer Science, Information Sciences, or related IT discipline. Allowable Substitution: 6 years of work experience without a degree or 2 years of experience with an AS/AA Degree

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BENEFITS

• Generous PTO/Leave Package
• 11 Paid Federal Holidays
• Medical, Dental, & Vision Plan
• Short-Term & Long-Term Disability
• Accidental Death & Dismemberment
• 401K Retirement & Matching
• Profit Sharing Plan
• Free Training & Development Subscription
• Tuition Assistance Program
• Direct Deposit

OUR CULTURE

Built upon open communications and teamwork principles that keep a talented, tenured workforce in place; consistent quality services; proactive, out-of-the-box thinking, and the highest ethical values.

COMPENSATION

The likely salary range for this position is $66,560 - $93,288annually. This is not, however, a guarantee of total compensation or salary or any other compensation offered. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Rollout Systems offers a variety of benefits including health insurance with domestic partner coverage, company-funded health savings account and life and disability insurances, 401(k) matching, 401(k) profit-sharing, education assistance, paid time off, and paid holidays. The specific programs and options available to an employee may vary depending on date of hire, location, and schedule type.

EEO & AFFIRMATIVE ACTION

Rollout Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are an Equal Employment Opportunity (EEO) and Affirmative Action employer and abide by the requirements of the EEOC and the Title 41 CFR 60-300.5(a) and 60-741.5(a), which prohibits discrimination against qualified individuals based on protected veterans and individuals with disabilities.

Please NO Third-Party Agencies: Rollout Systems does not accept unsolicited resumes or profiles from recruiters or employment agencies.