Job Details
Position Help Desk Specialist
Location Boston, MA (Work is Onsite)
Contract Supporting Department of Education , Portfolio of Integrated Value-Oriented Technologies Integration (PIVOT-I) program (4 6 months)
Pay Rate $55,000 - $75,000
**U.S. Citizen able to obtain a Public Trust
Mindbank Consulting Group has an immediate need for a Help Desk Specialist. The Help Desk Specialist will provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. They will serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems. The Help Desk Specialist will be interfacing with users; therefore, you should be articulate in your communications. Ability to explain technical intricacies to end users in a way that is easily understood. Maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.
Help Desk Specialist Responsibilities:
Configures, installs, and supports desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
Provide technical ability to troubleshoot, diagnose, and repair computers, laptops, and other peripherals.
Provides enhanced desktop and user support service to VIP customers.
Relocates IT equipment including desktop computers, printers, monitors, portable data storage devices, and other general peripherals.
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
Connects and configures IT devices to use computer networks.
Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates.
Provides software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
Provides virtual assistance sessions such as Windows Remote Assistance and Apple Remote Desktop.
Develops end-user documentation and instructions.
Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures (SOPs) and Training manuals for support.
Supports disaster recovery and adapts to various types of situations, clients, and tools.
Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
Stays in regular communication throughout the day with other tiers of support and Management staff.
Maintains a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.
Participates in troubleshooting of issues with the drive towards root cause identification.
Help Desk Specialist Qualifications:
3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following: Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite.
Experience using ticketing system (preferably ServiceNow).
Experience with Mac hardware and software is desired.
Ability to work well under pressure and to meet deadlines as needed.
Must be able to obtain a Public Trust security clearance.
Candidate agrees to obtain an ITIL Foundation level certification within their first 3 months of employment.