Help Desk Specialist

Evanhoe is seeking a Help Desk Specialist who is responsible for technical support for end users by diagnosing, troubleshooting, and resolving hardware, software, network, and application issues. This role serves as the primary point of contact for customers seeking technical assistance and is responsible for ensuring timely resolution of incidents and service requests while delivering exceptional customer service.

Primary Responsibilities:

Typical Responsibilities/Tasks:

• Answers user phone calls, enters tickets, Diagnoses-solve user low level problems issues.
• Responds to and diagnoses a wide range of problems. Maintains call logs, escalates problems to analysts and may be responsible for reporting.
• Provide first-line technical support to end-users via phone, email, chat, or in-person. Assist users with hardware, software, and network-related issues.
• Diagnose and resolve technical hardware and software issues. This involves identifying problems, researching solutions, and guiding users through step-by-step solutions.
• Create, prioritize, and manage support tickets using help desk software or ticketing systems. Ensure that all reported issues are tracked and resolved within established service level agreements (SLAs).
• Maintain comprehensive documentation of common technical issues and their resolutions. Update knowledge base articles and user guides to facilitate self-service troubleshooting.
• Assist with the installation, configuration, and troubleshooting of software applications on users’ computers. Ensure that software licenses are properly managed and adhered to.
• Install, configure, and troubleshoot computer hardware components such as desktops, laptops, printers, and peripherals. Coordinate with vendors for warranty repairs or replacements when necessary.

Certifications: DoD 8570 Information Assurance Technical Level II (IAT Level II) Certification required. Required Education: Highschool Diploma/GED Required Experience: 2-4 years of experience providing technical support in a Help Desk, Service Desk, or Desktop Support environment., * Experience supporting Windows operating systems and Microsoft Office/Microsoft 365.

• Experience using IT Service Management (ITSM) ticketing systems.
• Knowledge of computer hardware, software installation, and troubleshooting., * Bachelor’s Degree
• Familiarity with TCP/IP networking fundamentals.
• Experience supporting mobile devices (iOS and Android).
• Knowledge of cybersecurity best practices.

4.0 Remote Remote $39,000 - $54,000 a year - Full-time, Evanhoe and Associates offers the following benefits:

• 401(k) with immediate vesting
• Paid Federal Holidays
• Tuition Reimbursement
• Medical Insurance, including Vision and Dental Insurance
• Employer-Paid Short-Term and Long-Term Disability
• Employer Paid Life Insurance
• Supplemental Life Insurance
• FSA/HSA Programs
• Commuter Benefits Program
• Adoption Assistance Program
• Employee Assistance Program (EAP)
• Caregiver Support Program
• Health Advocacy Program
• Financial Wellbeing Support

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.