Job Description
Job Title: Help Desk & Network Support Specialist
Location: Falls Church, Virginia
Department: IT/Technology
Reports To: Director of Technology Services
Compensation: Up to $40/Hour & $80,000/Year
We are seeking a skilled and motivated Help Desk & Network Support Specialist to join our IT team. In this role, you will be responsible for providing both help desk support and network assistance to ensure seamless operation of technology systems. You will assist end-users with troubleshooting technical issues, resolve network-related problems, and support the maintenance and optimization of our IT infrastructure. This position requires a proactive approach to problem-solving, strong communication skills, and a solid understanding of both help desk support and network technologies.
Key Responsibilities:
- Help Desk Support: Provide technical support to end-users by responding to inquiries, troubleshooting issues, and resolving hardware/software problems in a timely and efficient manner.
- Incident Resolution: Diagnose and resolve technical issues related to desktops, laptops, printers, operating systems, and software applications. Escalate complex issues to higher-level support when necessary.
- Network Support: Assist with network troubleshooting, including issues related to connectivity, routers, switches, firewalls, and VPNs.
- System Monitoring & Maintenance: Monitor network performance and help desk ticketing systems, ensuring issues are addressed and resolved promptly. Conduct routine maintenance on IT infrastructure, including network devices and servers.
- Installation & Configuration: Set up new hardware and software for end-users, including operating systems, office applications, and networking equipment. Ensure proper installation and configuration to meet organizational standards.
- Documentation: Create and maintain detailed documentation on common technical issues, troubleshooting steps, and solutions. Update knowledge base articles to empower end-users to resolve issues independently.
- User Training & Support: Provide training and guidance to staff on how to use various software applications, network resources, and troubleshooting techniques to improve overall efficiency.
- Security Support: Assist with basic network security tasks, including monitoring for security threats, updating antivirus software, and ensuring secure user access through network protocols.
- Collaboration with IT Team: Work closely with other IT professionals, including network engineers and systems administrators, to troubleshoot and resolve complex IT issues.
- Help Desk Ticketing: Track, prioritize, and manage help desk tickets in the ticketing system, ensuring timely resolution of issues while providing excellent customer service to users.
- Technical Projects: Assist in the implementation of new IT projects, including network upgrades, system migrations, or software rollouts.
Minimum Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: Minimum of [X] years of experience in help desk support, technical support, or network administration.
- Technical Proficiency: Experience with network infrastructure, including routers, switches, firewalls, and VPNs.
- Help Desk Tools: Proficiency with help desk ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
- Operating Systems: Solid understanding of Windows, macOS, and Linux operating systems, including installation, configuration, and troubleshooting.
- Networking Knowledge: Familiarity with networking protocols (TCP/IP, DNS, DHCP) and general network troubleshooting techniques.
- Customer Service Skills: Strong communication and interpersonal skills with the ability to interact with end-users at all technical levels.
- Problem-Solving Skills: Excellent troubleshooting and problem-solving abilities, particularly in high-pressure situations.
- Multitasking: Ability to manage multiple priorities and tasks simultaneously in a fast-paced environment.
Preferred Qualifications:
- Certifications: Relevant certifications such as CompTIA A+, Network+, or Cisco Certified Network Associate (CCNA) are highly desirable.
- Experience with Network Security: Familiarity with basic network security principles and practices.
- Experience with IT Infrastructure: Exposure to working with servers, storage solutions, and cloud-based environments (AWS, Azure).
- Project Management Skills: Ability to assist in the planning and execution of IT projects, such as software upgrades or network installations.
Job Tags
Work experience placement, Remote job,