Help Desk II

HELP DESK TECHNICIAN II                                                                          

Primary Responsibilities

  • Provides help desk support and oversight
  • Monitors service desk for tickets assigned to the queue
  • Installs, configures and maintains PC workstations and related equipment and devices
  • Investigates user problems, determines possible solutions, and tests and implements solutions
  • Troubleshoots networks, systems and applications
  • Configures and upgrades computer equipment as needed
  • Performs software and application installation and upgrades
  • Maintains firewalls, configures VPN, and manages host security, file permissions and file system integrity
  • Produces various daily, weekly and monthly reports
  • Documents internal procedures
  • Maintains strong understanding of system requirements and functions for each assigned project
  • Participates in special projects as needed

Required Technical Skills 

  • Help desk / customer service
  • Microsoft operating system
  • Installation, configuration and maintenance of PCs, networks, hardware and software
  • Identification and resolution of computer system/operations problems
  • Network fault isolation / troubleshooting
  • Cisco
  • VMware and cloning
  • Network monitoring tools (SolarWinds, WUG)
  • Security and VPN solutions

Required Education and Experience 

  • Bachelor’s degree in a related discipline, or equivalent combination of education and experience
  • 5+ years of networking and PC support experience to include help desk
  • Automated issue tracking system experience preferred
  • Proven ability to prioritize and multitask; must be detail-oriented and organized
  • Excellent oral and written communication skills
  • Self-starter with ability to learn quickly and accomplish tasks in a timely manner with minimal supervision
  • Capable of lifting equipment up to 50 poundsAbility to work occasional evenings and/or weekends as necessary

Clearance: Active TS/SCI clearance preferred but not required.

 Location: Herndon, Virginia

Classification:  Full-time, Non-exempt

Travel:  10% or less

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