Help Desk Support Specialist

We are seeking an experienced Senior Help Desk Support Specialist to join our IT Infrastructure team. In this position, you will provide Tier I and Tier II technical support, both remotely and desk-side, to resolve computer hardware, software, and operational issues. You will be responsible for provisioning, configuring, maintaining, and troubleshooting desktop environments and agency infrastructure. < data-path-to-node=”11” dir=”ltr”>Key Responsibilities

• Provide online and desk-side IT helpdesk services to resolve operational, application, and hardware issues.
• Manage end-user support requests, incident tickets, and system request processes.
• Perform desktop imaging, machine deployments, software installations, and inventory management.
• Handle printer installations, toner replacements, and print server administration.
• Maintain system documentation, user guides, and performance reporting using Microsoft Office.

< data-path-to-node=”13” dir=”ltr”>Requirements & Core Skills

• Desktop Support: 2+ years supporting Windows workstations, Office 365, and Adobe Professional
• Directory & System Services: 2+ years of experience with Active Directory
• Hardware & Maintenance: 2+ years handling desktop imaging management, machine deployment, and inventory tracking
• Print Management: 2+ years managing printer setups, toner replacements, and print server support
• Customer Service: 2+ years delivering strong interpersonal, written, and verbal desk-side technical support
• Preferred (Highly Desired) Skills:
• Ticketing Systems: Experience using ServiceNow for incident reporting and request management
• Collaboration Tools: 2+ years supporting Microsoft SharePoint
• Frameworks & Certifications: Knowledge of ITIL Service Management concepts or CCNA certification