Vision Information Technology Consultants LLC
IT Help Desk Specialist/Customer Support Technician
Vision Information Technology Consultants LLC, Oceanside, California, United States, 92058
Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes.
We seek a passionate, proactive IT Helpdesk Specialist/Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support.
Key Responsibilities:
Help Desk Support: Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
Ticket Management: Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with DHA ServiceNow or ServiceNow is a plus.
System Monitoring: Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
User Support: Resolve computer-related problems for users if possible or escalate to higher level support as needed.
Account Management: Create, move, disable accounts, and maintain records.
Asset Management: Assist in properly disposing and documenting all government IT assets.
Daily Operations: Resolve user desktop and application issues via phone or MS Teams.
Software Installation: Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
Inventory Management: Assist in quarterly and annual inventory of computers and peripheral equipment.
Hardware Configuration: Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.
Additional Duties:
Service Calls: Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
Service Call Tracking: Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
Ticket Management: Initiate and close out all service tickets, keeping stakeholders informed.
Problem Resolution: Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
Hardware/Software Configuration: Implement configurations based on customer standards and document accordingly.
Cabling: Assist with building equipment moves and disconnecting/reconnecting computer/system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.
Required Qualifications:
Active, Secret Security Clearance.
Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
1 year of experience providing IT and/or user training.
Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
Excellent communication skills and a good work ethic.
Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
Hands-on desktop and/or Help Desk support experience.
Preferred Qualifications:
Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.
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We seek a passionate, proactive IT Helpdesk Specialist/Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support.
Key Responsibilities:
Help Desk Support: Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
Ticket Management: Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with DHA ServiceNow or ServiceNow is a plus.
System Monitoring: Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
User Support: Resolve computer-related problems for users if possible or escalate to higher level support as needed.
Account Management: Create, move, disable accounts, and maintain records.
Asset Management: Assist in properly disposing and documenting all government IT assets.
Daily Operations: Resolve user desktop and application issues via phone or MS Teams.
Software Installation: Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
Inventory Management: Assist in quarterly and annual inventory of computers and peripheral equipment.
Hardware Configuration: Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.
Additional Duties:
Service Calls: Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
Service Call Tracking: Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
Ticket Management: Initiate and close out all service tickets, keeping stakeholders informed.
Problem Resolution: Respond, investigate, and resolve users' IT operational problems, including hardware/software issues and system administration.
Hardware/Software Configuration: Implement configurations based on customer standards and document accordingly.
Cabling: Assist with building equipment moves and disconnecting/reconnecting computer/system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.
Required Qualifications:
Active, Secret Security Clearance.
Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
Knowledge and hands-on experience with Microsoft Windows 10/11 and Microsoft Office.
1 year of experience providing IT and/or user training.
Strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network connectivity, and Windows desktop operating systems.
Excellent communication skills and a good work ethic.
Demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email, and MS Teams collaboration tools.
Hands-on desktop and/or Help Desk support experience.
Preferred Qualifications:
Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.
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