Help Desk Specialist

What you'll do

• Provide technical assistance and troubleshooting for system, network, desktop, hardware, and IT-related issues.
• Manage the delivery of advanced digital solutions to ensure end-users are proficient with tools and processes.
• Oversee staff members and triage incoming support requests to ensure successful completion.
• Develop training materials and tools to support IT infrastructure and user adoption.
• Conduct and document IT systems testing and formal training sessions for users.
• Provide clients with tangible advice on business process improvements and standard methodologies.
• Support IP-based physical security systems within the client's environment.

What we're looking for

• 10+ years of experience dealing with customers and managing IT professionals in an IT services provider organization.
• 10+ years of experience supporting Windows Server production environments and complex call center systems.
• 3+ years of experience writing, conducting, and documenting IT systems testing and training.
• 2+ years of experience developing training tools and materials to support IT infrastructure.
• Experience supporting IP based physical security systems.
• Ability to utilize automated products, graphics packages, and various audio/visual software for training material preparation and presentation.
• Ability to obtain and maintain a Public Trust or Suitability/Fitness determination.
• HS diploma with 4+ years of IT experience, Associate's degree with 3+ years of IT experience, or Bachelor's degree in an IT field.
• Excellent verbal and written communication skills (preferred).
• Existing Public trust (preferred).
• Project Management Professional (PMP) certification (preferred).