Helpdesk Specialist II

Description/Job SummaryA 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 QualificationsMinimum 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 deploymentPreferred QualificationsPreferred 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.