Helpdesk Specialist II

Description/Job Summary A Helpdesk Specialist II is responsible for: + Exhibit exceptional customer services skills + Respond to clients requests for service in a timely manner, research issues and resolve each interaction with customer satisfaction. + Escalate incidents to third level support (Systems/Network Administrators) when appropriate and follow-up in a timely manner. + Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase. + Install/modify computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing. + Perform routine upgrades on computer workstations, software and associated peripherals. + Coordinate hardware and software repairs with vendors, as needed. + Assist users with more difficult and time-consuming problems on various types of technology hardware, computer system procedures, computer software, and telecommunications equipment. + Help maintain accurate hardware and software inventories. + Develop and test PC-based applications. + Research virus, Trojan and worm issues and report findings to the supervisor. + Research and evaluate solutions for hardware, software, and data security. + Provide feedback to management on ways to increase efficiency, reduce cost, and improve services. + Review and recommend revisions to IT policy and procedures. + Setup and troubleshoot mobile devices such as smartphones, tablets, etc. Required Qualifications Minimum Qualifications: + An Associate Degree in information technology-related discipline or a minimum of 8 years of experience working in a helpdesk environment; + Excellent communications - oral and written; + Five (5) years Network knowledge and experience with IP addressing, domains, work groups, active director, and permissions; + Five (5) years advance computer skills; + Ten (10) years of experience using software applications, such as Remote Desktop, Windows Operating Systems, Helpdesk Software, Microsoft Office Suite with exceptional skills in Excel and PowerPoint; Computer and Network utilities and tools, Internet, Malware, Anti-Virus, Desktop Imaging Software, etc.; + Ten (10) years of computer and network troubleshooting experience. + Five (5) years of Sys Prep experience and image creation and deployment Preferred Qualifications Preferred Qualifications: + A Bachelor's degree in any information technology-related discipline; + 10 years' experience working as in the capacity of Helpdesk Tier II or Tier III; + Three (3) ITIL knowledge and experience; + Time Management and Data Reporting; + Image creation and deployment for desktops + Eight (8) years using Sys Prep knowledge and experience to create standardized images; + Remote Control Applications; + Virtual Desktop setup and configuration; + Mobile Management; + Hardware encryption; + Mac OS knowledge, experience, troubleshooting, and configuration on networks; + Active directory, DNS, DHCP, HTTPS, SFTP, and TCPIP; + WSUS and patch management experience; + Cloud-base application management.