iTrust Human Capital Management
IT Help Desk Tier I, II, III
iTrust Human Capital Management, Washington, District of Columbia, us, 20022
iTrust Human Capital Management are seeking skilled and customer-oriented Help Desk Support Specialists to join our IT support team. The ideal candidates will provide technical assistance across three tiers of support, ensuring efficient resolution of IT issues and maintaining high levels of user satisfaction.
Responsibilities:Tier I Support:
Serve as the first point of contact for all IT-related inquiries and issuesProvide basic technical support for hardware, software, and network problemsTroubleshoot common issues with operating systems, applications, and peripheralsLog and track all support requests in the ticketing systemPerform basic account management tasks (password resets, access provisioning)Escalate complex issues to Tier II or Tier III as necessaryTier II Support:
Handle escalated issues from Tier I that require more in-depth knowledgeProvide advanced troubleshooting for hardware, software, and network issuesManage and maintain desktop and laptop configurationsAssist with software installations and updatesPerform basic server and network troubleshootingContribute to the development of technical documentation and knowledge base articlesTier III Support:
Resolve the most complex and critical IT issuesProvide expert-level support for enterprise applications and infrastructureConduct root cause analysis for recurring problemsImplement and manage system-wide changes and upgradesCollaborate with vendors for advanced technical supportDevelop and improve IT processes and proceduresMentor Tier I and Tier II support staffGeneral Responsibilities (All Tiers):Maintain a high level of customer service and professionalismAdhere to IT security policies and best practicesParticipate in on-call rotations as requiredContribute to continuous improvement of IT support processesStay updated with the latest technologies and industry trendsQualifications:Tier I:
Associate's degree in IT or related field (or equivalent experience)0-2 years of IT support experienceBasic understanding of computer hardware, software, and networksExcellent customer service and communication skillsITIL Foundation certification preferredTier II:
Bachelor's degree in IT, Computer Science, or related field2-5 years of IT support experienceIn-depth knowledge of operating systems, common applications, and networkingExperience with remote support toolsCompTIA A+ and Network+ certifications preferredTier III:
Bachelor's degree in IT, Computer Science, or related field (Master's preferred)5+ years of IT support experienceExpert-level knowledge of enterprise IT systems and infrastructureExperience with system administration and network managementITIL Intermediate or Expert level certification preferredRelevant advanced certifications (e.g., MCSE, CCNA, CISSP) are a plusSkills Required (All Tiers):Strong problem-solving and analytical skillsExcellent verbal and written communication abilitiesAbility to work effectively in a team environmentStrong time management and prioritization skillsPatience and ability to explain technical concepts to non-technical usersAdaptability to learn new technologies quicklyAbout iTrust Human Capital Management:
iTrust Human Capital Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
Responsibilities:Tier I Support:
Serve as the first point of contact for all IT-related inquiries and issuesProvide basic technical support for hardware, software, and network problemsTroubleshoot common issues with operating systems, applications, and peripheralsLog and track all support requests in the ticketing systemPerform basic account management tasks (password resets, access provisioning)Escalate complex issues to Tier II or Tier III as necessaryTier II Support:
Handle escalated issues from Tier I that require more in-depth knowledgeProvide advanced troubleshooting for hardware, software, and network issuesManage and maintain desktop and laptop configurationsAssist with software installations and updatesPerform basic server and network troubleshootingContribute to the development of technical documentation and knowledge base articlesTier III Support:
Resolve the most complex and critical IT issuesProvide expert-level support for enterprise applications and infrastructureConduct root cause analysis for recurring problemsImplement and manage system-wide changes and upgradesCollaborate with vendors for advanced technical supportDevelop and improve IT processes and proceduresMentor Tier I and Tier II support staffGeneral Responsibilities (All Tiers):Maintain a high level of customer service and professionalismAdhere to IT security policies and best practicesParticipate in on-call rotations as requiredContribute to continuous improvement of IT support processesStay updated with the latest technologies and industry trendsQualifications:Tier I:
Associate's degree in IT or related field (or equivalent experience)0-2 years of IT support experienceBasic understanding of computer hardware, software, and networksExcellent customer service and communication skillsITIL Foundation certification preferredTier II:
Bachelor's degree in IT, Computer Science, or related field2-5 years of IT support experienceIn-depth knowledge of operating systems, common applications, and networkingExperience with remote support toolsCompTIA A+ and Network+ certifications preferredTier III:
Bachelor's degree in IT, Computer Science, or related field (Master's preferred)5+ years of IT support experienceExpert-level knowledge of enterprise IT systems and infrastructureExperience with system administration and network managementITIL Intermediate or Expert level certification preferredRelevant advanced certifications (e.g., MCSE, CCNA, CISSP) are a plusSkills Required (All Tiers):Strong problem-solving and analytical skillsExcellent verbal and written communication abilitiesAbility to work effectively in a team environmentStrong time management and prioritization skillsPatience and ability to explain technical concepts to non-technical usersAdaptability to learn new technologies quicklyAbout iTrust Human Capital Management:
iTrust Human Capital Management is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.