Helpdesk Specialist II

Kymber is seeking an experienced Helpdesk Specialist who will provide advanced technical advice and guidance on company technical software and hardware.

Responsibilities and Duties:

• First-level support of all inbound calls, generating an Incident for all new issues.

• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization’s products and services.

• Uses automated information systems to analyze routine situations.

• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

• Resolves problems or contacts more senior technical support as necessary.

• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

• Maintains network diagrams and circuit records.

• Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming.

• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

• High School Diploma with 4 Years Experience (or 2 years experience with an Associates degree, 0 years experience with a Bachelors degree or higher)

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

• Security+ Certified

• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program

• Ability to work in a 24/7/365 environment including holidays

• Strong customer service and communications skills

• Familiar with Service Desk support methodology

Specialized Experience:

• CompTIA A+ certification or equivalent p preferred

• HDI certification or equivalent preferred

• Relevant technical certifications preferred

• Familiar with ITIL

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, Benefits and Perks:

• Medical, Vision, and Dental Plans

• Paid Holiday and Personal Time Off

• 401K plan

• Life Insurance

• Education and Training Assistance Program

• Incentive Plans and Referral Bonuses

• Employee Assistance Programs

Since 2017, Kymber Consulting Group has been blazing a trail through the consulting landscape, providing solutions across healthcare, defense, and civilian sectors. We’re trusted advisors for high-visibility, high-impact engagements, rapidly becoming a valued partner within both government agencies and large established firms in the space. Kymber employs a collaborative team approach to deliver high value, tailored, and innovative solutions. Our engagement teams are built to meet each client’s unique needs. Our employees currently support a variety of Defense and Civilian agencies.