Yount Hyde and Barbour
IT Helpdesk Support Specialist II
Yount Hyde and Barbour, Winchester, Virginia, United States, 22603
You chart the course; we help you lift off. At YHB, we aren't limited by small-firm constraints or stuck in the big-firm mentality. We aim to hire great people who want to take ownership of their careers while we help to provide the tools for success. As an IT Helpdesk Support Specialist II, you will be responsible for completing the duties of a Helpdesk Support Specialist I, along with additional oversight and mentorship duties. This role will be the first point of contact for IT-related issues within the organization and will also monitor the overall help desk ticketing system, generate reports, and guide the helpdesk team. This position requires the ability to troubleshoot and resolve technical problems, ensuring a smooth and productive work environment for our internal staff.
Roles & Responsibilities
Technical Expertise & Quality
Serve as the first line of support for IT issues, including hardware, business software, operating system, and network-related problems.Respond to and manage incoming support requests via phone, chat, email, and ticketing systems.Diagnose and resolve technical issues related to desktop and laptop computers, printers, and other office equipment.Assist with the setup, configuration, and maintenance of computer systems and software.Monitor overall help desk ticketing and reporting, ensuring timely and accurate resolution of issues.Generate and analyze helpdesk performance reports, identifying trends and areas for improvement.Perform routine maintenance tasks, such as updates and patches, to ensure system reliability and security.Keep accurate records of firm assets.Participate in rotating on-call environment.Maintain security permissions of data and user accounts.Document and track support issues, solutions, and procedures in the IT helpdesk system.Escalate complex issues to higher-level IT staff or specialized teams as needed.Provide exceptional customer service and support to end-users, demonstrating effective communication skills and a patient, problem-solving approach.Contribute to IT projects and initiatives as assigned, including system upgrades and software rollouts.Departmental & Business Support
Serve as a senior peer and mentor to other helpdesk team members, providing guidance and support to ensure high-quality service delivery.Help oversee and coordinate team activities to ensure effective coverage and support during peak times and absences.Participate in rotating on-call environment.Education, Experience, & Other Requirements
Bachelor's or associate degree in information technology, computer science, or a related field, or equivalent work experience.3-5 years of experience in an IT helpdesk or technical support role.Demonstrated experience in a lead or senior support role.Strong understanding of computer systems, mobile devices, IT principles and software applications.Experience with troubleshooting common operating systems and productivity software.Commitment and dedication to integrity, teamwork, innovation, and service.Effective verbal and written communication skillsAbility to lift/carry equipment up to 70lbs.Ability to travel to YHB offices, client locations, and/or training.
This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time.
Roles & Responsibilities
Technical Expertise & Quality
Serve as the first line of support for IT issues, including hardware, business software, operating system, and network-related problems.Respond to and manage incoming support requests via phone, chat, email, and ticketing systems.Diagnose and resolve technical issues related to desktop and laptop computers, printers, and other office equipment.Assist with the setup, configuration, and maintenance of computer systems and software.Monitor overall help desk ticketing and reporting, ensuring timely and accurate resolution of issues.Generate and analyze helpdesk performance reports, identifying trends and areas for improvement.Perform routine maintenance tasks, such as updates and patches, to ensure system reliability and security.Keep accurate records of firm assets.Participate in rotating on-call environment.Maintain security permissions of data and user accounts.Document and track support issues, solutions, and procedures in the IT helpdesk system.Escalate complex issues to higher-level IT staff or specialized teams as needed.Provide exceptional customer service and support to end-users, demonstrating effective communication skills and a patient, problem-solving approach.Contribute to IT projects and initiatives as assigned, including system upgrades and software rollouts.Departmental & Business Support
Serve as a senior peer and mentor to other helpdesk team members, providing guidance and support to ensure high-quality service delivery.Help oversee and coordinate team activities to ensure effective coverage and support during peak times and absences.Participate in rotating on-call environment.Education, Experience, & Other Requirements
Bachelor's or associate degree in information technology, computer science, or a related field, or equivalent work experience.3-5 years of experience in an IT helpdesk or technical support role.Demonstrated experience in a lead or senior support role.Strong understanding of computer systems, mobile devices, IT principles and software applications.Experience with troubleshooting common operating systems and productivity software.Commitment and dedication to integrity, teamwork, innovation, and service.Effective verbal and written communication skillsAbility to lift/carry equipment up to 70lbs.Ability to travel to YHB offices, client locations, and/or training.
This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time.