Helpdesk Specialist II - Baltimore City Community College : Job Details

Description/Job Summary

A Helpdesk Specialist II is responsible for:

+ Exhibit exceptional customer services skills

+ Respond to clients requests for service in a timely manner, research issues and resolve each interaction with customer satisfaction.

+ Escalate incidents to third level support (Systems/Network Administrators) when appropriate and follow-up in a timely manner.

+ Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.

+ Install/modify computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing.

+ Perform routine upgrades on computer workstations, software and associated peripherals.

+ Coordinate hardware and software repairs with vendors, as needed.

+ Assist users with more difficult and time-consuming problems on various types of technology hardware, computer system procedures, computer software, and telecommunications equipment.

+ Help maintain accurate hardware and software inventories.

+ Develop and test PC-based applications.

+ Research virus, Trojan and worm issues and report findings to the supervisor.

+ Research and evaluate solutions for hardware, software, and data security.

+ Provide feedback to management on ways to increase efficiency, reduce cost, and improve services.

+ Review and recommend revisions to IT policy and procedures.

+ Setup and troubleshoot mobile devices such as smartphones, tablets, etc.

Required Qualifications

Minimum Qualifications:

+ An Associate Degree in information technology-related discipline or a minimum of 8 years of experience working in a helpdesk environment;

+ Excellent communications - oral and written;

+ Five (5) years Network knowledge and experience with IP addressing, domains, work groups, active director, and permissions;

+ Five (5) years advance computer skills;

+ Ten (10) years of experience using software applications, such as Remote Desktop, Windows Operating Systems, Helpdesk Software, Microsoft Office Suite with exceptional skills in Excel and PowerPoint; Computer and Network utilities and tools, Internet, Malware, Anti-Virus, Desktop Imaging Software, etc.;

+ Ten (10) years of computer and network troubleshooting experience.

+ Five (5) years of Sys Prep experience and image creation and deployment

Preferred Qualifications

Preferred Qualifications:

+ A Bachelor's degree in any information technology-related discipline;

+ 10 years' experience working as in the capacity of Helpdesk Tier II or Tier III;

+ Three (3) ITIL knowledge and experience;

+ Time Management and Data Reporting;

+ Image creation and deployment for desktops

+ Eight (8) years using Sys Prep knowledge and experience to create standardized images;

+ Remote Control Applications;

+ Virtual Desktop setup and configuration;

+ Mobile Management;

+ Hardware encryption;

+ Mac OS knowledge, experience, troubleshooting, and configuration on networks;

+ Active directory, DNS, DHCP, HTTPS, SFTP, and TCPIP;

+ WSUS and patch management experience;

+ Cloud-base application management.