Job Description

About this Position:

Job Title: Help Desk Specialist

Duties:

• Provides telephone and in-person support to users in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors.
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Education:

• A Bachelor's Degree from an accredited college or university with a major in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline or three (3) years of equivalent experience in a related field.

General Experience:

• This position requires a minimum of seven (7) years of experience in a business IT environment with emphasis on PC computer hardware and applications.
• General experience includes, but is not limited to: information systems development, work in the client/server field, or related fields.

Specialized Experience:

• At least five (5) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk.
• Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

Help Desk and Support for Network, Servers, Microcomputers, and Packaged Software:

• Installation, upgrade, configuration, and problem resolution support for existing and future upgrades of off-the-shelf (packaged) networking, operating system, desktop, and office applications.
• Help desk support for reporting problems, tracking routine work requests, and ensuring problem resolutions.

Substitution of Education for Experience:

• A Bachelor’s Degree or higher may be substituted for the general and specialized experience for those labor categories requiring a High School Diploma.
• A Master’s Degree may be substituted for two years of the general and specialized experience for those labor categories requiring a Bachelor’s Degree.
• Substitution shall be reviewed and approved by the State at its discretion.

Substitution of Experience for Education:

• Substitution of experience for education may be permitted at the discretion of the State.
• Substitution of Professional Certificates for Experience:
• Professional certification (e.g., Microsoft Certified Solutions Expert, SQL Certified Database Administrator) may be substituted for up to two (2) years for general and specialized experience at the discretion of the State.

Note: For H-1B and OPT cases, we are seeking candidates from recognised organizations.

"No phone calls please."

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