ResponsibilitiesProvides phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and applications.Serves as the initial point of contact for troubleshooting hardware/software PC, video teleconferencing and printer problems.Assists with the configuration and deployment of client IT resources.May help supervise the day-to-day operations of the help desk.Identifies, researches, and resolves complex technical problems.Creates and manages escalation procedures and ensures service levels are maintained.Documents, tracks, and monitors problems to ensure resolution in a timely manner.May oversee or mentor junior team members.QualificationsBachelor's degree in Computer Science, or a related field; or High School Diploma and 4+ years of relevant professional experience2-5 years of additional relevant professional experienceOnsite/In-office support may be required up to 5 days per weekAbility to follow strict standard operating procedures and technical documentationExperience providing IT support to a geographically-dispersed workforce preferredPrior experience with on-site government agency support preferredAbility to pass a National Agency Check (NACI) and maintain it throughout the duration of employment.Locations: Charleston, SC; Silver Spring, MD; Honolulu, HI; Multiple PositionsThe role is contingent upon CSS winning the contract, please note it can take several months before we know whether this role will be filled
Help Desk Specialist • Charleston, SC, USA
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