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IT Help Desk Specialist / Customer Support Technician

IT Help Desk Specialist / Customer Support Technician

Vision Information Technology Consultants LLCOceanside, CA, USA
30+ days ago
Job type
  • Full-time
  • Permanent
  • Quick Apply
Job description

Vision IT is a woman-owned small business that has supported DoD and Federal Sector IT initiatives for over two decades. We believe in PEOPLE FIRST, COMPASSION, and SERVANT LEADERSHIP. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve pressing and complex problems. We orchestrate people, strategies, technologies, and best-of-breed business processes.

This is a temporary, full-time position to provide backfill coverage for an employee on military leave. The anticipated duration is approximately 12+ months, but may be subject to change depending on the employee's return date. This position is not eligible for conversion to permanent status.

We seek a passionate, proactive IT Helpdesk Specialist / Customer Support Technician to join our team. This role involves performing routine IT system maintenance and providing daily operational support.

Key Responsibilities :

  • Help Desk Support : Professionally answer calls, acting as the first responder for all IT-specific troubleshooting.
  • Ticket Management : Receive and manage trouble tickets and emails. Resolve or assign tickets to Government Services IT technicians as appropriate and escalate as needed. Experience with DHA ServiceNow or ServiceNow is a plus.
  • System Monitoring : Inform the system administrators of wide network failures when discovered and keep all stakeholders updated.
  • User Support : Resolve computer-related problems for users if possible or escalate to higher level support as needed.
  • Account Management : Create, move, disable accounts, and maintain records.
  • Asset Management : Assist in properly disposing and documenting all government IT assets.
  • Daily Operations : Resolve user desktop and application issues via phone or MS Teams.
  • Software Installation : Install and configure commercial and government off-the-shelf software, including Java, Flash, DMLSS, and NAVFIT.
  • Inventory Management : Assist in quarterly and annual inventory of computers and peripheral equipment.
  • Hardware Configuration : Configure PCs for end users and assist in deploying and installing PCs, monitors, and printers.

Additional Duties :

  • Service Calls : Receive assignments from Help Desk calls, walk-ins, emails, and IT trouble tickets.
  • Service Call Tracking : Log all assistance requests and direct contact with end-users into the IT trouble ticketing system. (ServiceNow)
  • Ticket Management : Initiate and close out all service tickets, keeping stakeholders informed.
  • Problem Resolution : Respond, investigate, and resolve users' IT operational problems, including hardware / software issues and system administration.
  • Hardware / Software Configuration : Implement configurations based on customer standards and document accordingly.
  • Cabling : Assist with building equipment moves and disconnecting / reconnecting computer / system cabling. Check and advise on faulty in-house data cabling within 30 minutes of identifying the problem.

    • Required Qualifications :

  • Active, Secret Security Clearance.
  • Minimum of 2 years of experience supporting an automation effort in a helpdesk and troubleshooting capacity.
  • Knowledge and hands-on experience with Microsoft Windows 10 / 11 and Microsoft Office.
  • 1 year of experience providing IT and / or user training.
  • Strong troubleshooting skills for desktop / laptop configurations, TCP / IP, network connectivity, and Windows desktop operating systems.
  • Excellent communication skills and a good work ethic.
  • Demonstrated ability to professionally define and resolve computer / printer malfunctions via telephone, email, and MS Teams collaboration tools.
  • Hands-on desktop and / or Help Desk support experience.

    • Preferred Qualifications :

  • Possess current IT certifications such as CompTIA A+, SEC+, or Microsoft Certification(s) or willingness to work and obtain them with corporate assistance.
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    It Help Desk Support • Oceanside, CA, USA