Service Desk Engineer (Help Desk User Support II)

Intellect Solutions LLC; Fort Belvoir (VA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Help Desk User Support II to provide exceptional technical assistance and troubleshooting for end-users. In this role, you will resolve various computer and application issues while ensuring high-quality service and documentation. The position requires strong problem-solving skills and the ability to work independently within established procedures. If you have a passion for technology and enjoy helping others, this opportunity offers a chance to grow your expertise in a supportive environment.

Qualifications

• 1-3 years of related experience or 0 years with additional training/certification.
• Ability to troubleshoot and resolve basic computer and application issues.

Responsibilities

• Troubleshoot and resolve computer, application, and performance issues.
• Respond to end-user requests for technical assistance via phone and email.
• Document, track, and resolve reported problems while meeting service levels.

Skills

Troubleshooting

Technical Assistance

Documentation

User Support

Software Installation

Education

Associate Degree

Job description

Location

Fort Belvoir, VA

Clearance

Active Secret (Eligible for TS/SCI)

Responsibilities

1. The Help Desk User Support II troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
2. Responds to end-user requests for technical assistance by phone, email, or ticketing system.
3. Utilizes product information or solution databases to research, troubleshoot, and deliver solutions.
4. Uses established processes and procedures to document, track, and resolve reported problems, meeting operational service levels and standards.
5. Advises users on methods, steps, and actions to resolve and prevent future issues, providing documentation as needed. Escalates problems to appropriate levels or teams for resolution.
6. Supports installation or upgrades of software or devices, sets up user profiles, or resets passwords.
7. Fulfills all service level standards for response time and quality. May require an associate degree.
8. Typically reports to a supervisor.
9. Works independently within established procedures, gaining proficiency in multiple relevant competencies.
10. Requires 1-3 years of related experience or, with additional training/certification, may require 0 years of experience.