Help Desk Specialist

Job Title: Help Desk Specialist Reports to: Program Manager FSLA: Full Time Salary Exempt Primary Work Location: Aberdeen, MD COMPANY OVERVIEW Advanced IT Concepts, Inc.
(AITC) is a fast-growing, proven Information Technology Company focused on Network and Systems Engineering and Integration, Professional Services, Medical Simulation, Test and Training Systems and End-To-End Product and Technology solutions.
AITC provides expert support in Information Systems Design, Cyber Security, Strategic Planning, Program and Project Management, Security Risk Assessment, and Logistics for Federal, State and Local Governments and public sector market.
AITC is an ISO 9001:2015 certified company and has been rated at level 3 for CMMI for Services.
POSITION OVERVIEW The Help Desk Specialist will provide phone and in-person support to users in the areas of email, directories, computer operating systems, desktop applications for all types of computer system, and applications developed or deployed.
*This position is contingent upon successful contract award.
* RESPONSIBILITIES / DUTIES Serve as the first point of contact for troubleshooting hardware/software, on all types of computer systems (PC and Mac), and printer problems.
Assist computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers seeking guidance on technical problems.
Assist customers through problem solving steps.
Assess and troubleshoot computer support problems.
Perform diagnostic testing on programs.
Find problems and determine and implement solutions.
Receive and respond to telephone calls and emails from users having problems using computer software and hardware.
Ask questions to ascertain from computer users the nature of problems.
Determine if problems are caused by hardware, such as modem, printer cables or telephone.
Talk with co-workers to research problems and find solutions.
Test software and hardware to evaluate ease of use.
Assist in developing procedures for finding and resolving problems with computer products and services.
Additional administrative duties as assigned.
MINIMUM REQUIREMENTS High School Diploma Microsoft Certified Desktop Support Technician (MCDST).
MCSA/E is being retired but cert still relevant until a replacement is available.
BMC Remedy IT Service Management 18.
05 and 18.
08 IAT-II in one of the following (CCNA Security, CySA+, GICSP, GSEC, Security +, CND, or SSCP).
ITIL Foundations within 6 months.
A working knowledge is necessary in various software systems and architectures, communications protocols: and network hardware devices.
Able to work Overtime as required.
Must be available to travel as required.
Secret Security Clearance Associate Level - Minimum of 1 year of experience Intermediate Level - Minimum of 2-3 years of experience Senior Level - Minimum of 4+ years of experience PREFERRED SKILLS / KNOWLEDGE Possess strong analytical and problem-solving skills.
Experience with Network upgrades and installations.
Excellent interpersonal skills.
AWS Certified Advanced Networking PHYSICAL DEMANDS Operate standard office equipment and keyboards.
Must have the ability to lift and carry up to 10 pounds occasionally and walk short distances.
Use repetitive motion.
Substantial movements (motions) of the wrists, hands, and/or fingers.
Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing: viewing a computer monitor; extensive reading.
COMPENSATION Salary and benefits will be commensurate with experience, expertise, education, and potential.
We offer our employees competitive compensation and a comprehensive benefits package.
AITC provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws and offers equal opportunity for VEVRAA Protected Veterans.
AITC, will not discriminate against employees and job applicants who inquire about, discuss, or disclose compensation information.