Intermediate Helpdesk Support Specialist

Colonial Group; Washington (District of Columbia); On-site; USD 52,000 - 78,000; Full time

Job summary

Colonial Group is seeking an Intermediate Helpdesk Support Specialist to provide second-tier IT support for end users, addressing hardware, software, and account issues, and collaborating with network and systems teams to restore services.

The role emphasizes documentation, adherence to SLAs, proactive knowledge base updates, and ongoing training to stay current with technologies.

Qualifications

• Subject matter expertise in customer support operations.
• Excellent oral and written communication skills.
• Preference for a Bachelor’s degree or 2–4 years related experience.

Responsibilities

• Provide first-line support for end-users, addressing hardware/software problems, password resets, and printer malfunctions.
• Document all interactions and solutions in the ticket tracking system to maintain an accurate record of user support activities.
• Perform duties assigned by Team Leads and management.
• Serve as the primary IT contact, ensuring effective communication and high-quality support services.
• Follow up with users to ensure issues are fully resolved and satisfaction with service.

Skills

Customer support

Communication skills

Education

Bachelor’s degree in related field

2–4 years of related experience

Job description

The Intermediate Helpdesk Support Specialist will provide effective second-tier support to end users for PC, server, hardware, or cloud-based applications under general supervision. This role is primarily focused on addressing issues that surpass the capabilities of first-tier helpdesk staff. The specialist will engage with network support services and software systems engineering and administration teams when necessary to restore end user services and to troubleshoot existing problems. In addition, they will closely monitor support incidents and resolve operational requests and difficulties. The contractor is responsible for recommending system modifications to enhance user experience, ensuring the maintenance of advanced technical skills in the IT field, and will escalated more complex issues to senior-level support as required. The ideal candidate will also actively recommend SOP, Guide, and Knowledge artifact updates. Duties also encompass adhering to established service level metrics, delivering high-quality customer service, providing timely follow-ups to end-users, and thoroughly documenting all resolutions and communications in the ticket tracking system (notes field). Knowledge Base articles modernization is a constant team effort, and the ideal candidate will play an active role in recommending KB updates.

Position Responsibilities

Helpdesk Support

• Provide first-line support for end-users, addressing various technical issues such as hardware/software problems, password resets, and printer malfunctions.
• Document all interactions and solutions in the ticket tracking system to maintain an accurate record of user support activities.
• Perform any duties assigned by Team Leads and management.

Customer Service Excellence:

• Serve as the primary point of contact for IT-related concerns, ensuring effective communication and a high standard of the delivery of support services.
• Follow-up with users to ensure that their issues have been fully resolved and that they are satisfied with the service provided.

Technical Problem Resolution:

• Identify, research, and resolve technical problems as they arise while working collaboratively with other IT teammates and specialists for complex issues.
• Escalate unresolved issues to senior technical staff as necessary to ensure timely solutions.

Documentation and Standard Operating Procedures:

• Develop, maintain, and recommend comprehensive documentation for all Helpdesk activities, including processes, FAQs, and troubleshooting guides.
• Update the Standard Operating Procedures manual to reflect current practices and protocols in Helpdesk operations.

Inventory Management:

• Assist in maintaining a comprehensive inventory of IT assets to ensure accountability and proper resource allocation.
• Conduct periodic checks and audits of hardware assets, documenting the status and ensuring maintenance records are up to date.

Training and Development:

• Participate in ongoing training sessions to stay updated on the latest technologies and improvements in Helpdesk support practices.
• Share knowledge with fellow staff members and help in their professional development.

Qualifications

• Subject matter expertise in customer support operations and good oral and written communication skills.
• Excellent customer service skills and to serve as point of contact for troubleshooting all IT related problems, including hardware/software, password and printer problems.
• Preference of Bachelor’s degree in related field or 2-4 years of related experience.
• US Citizen