Helpdesk Specialist II
- Employer
- Baltimore City Community College
- Location
- Baltimore, Maryland, United States
- Salary
- Competitive Salary
- Date posted
- Oct 24, 2023
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Description/Job Summary
A Helpdesk Specialist II is responsible for:
Minimum Qualifications :
Preferred Qualifications:
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.
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:
- 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.
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