Mindbank Consulting Group has an immediate need for a Help Desk Specialist for our client in San Francisco, CA, onsite at 50 United Nations Plaza Federal Office Building. This position requires candidates to be a United States citizen with an active Public Trust clearance - this must be in place when you apply. In this position, you will provide desktop and remote technical support to users on end user hardware; troubleshoot laptop/desktop PC problems; respond to and follow-up on customer support problems; and provide timely and professional desktop support to users. You will be interfacing with users; therefore you should be articulate in your communications and be able to put users at ease. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism. Job Responsibilities: • Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software • Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals. • Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues • Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required • Connects and configures IT devices to use computer networks • Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates • Provides software support for user’s applications, including basic to advanced software operations and general use of computers and peripherals • Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management • Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop • Develops end-user documentation and instructions • Document all user requests and actions taken in ServiceNOW ticketing system. • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction • Ability to work well under pressure and to meet deadlines as needed • Re-images desktops and laptops, as needed, and deploys new equipment to end users • Participate in special projects as required • Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints • Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory • Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals • Follows set policies and procedures when assisting clients to ensure proper handling of requests • Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support • Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed • Supports continuous improvement in the process and quality of the operations • Provide support for escalated issues from help desk analysts Qualifications: In order to be considered for this position, candidates must have the following paid, professional experience. This experience needs to be documented in your resume with technical detail. • Associate degree with 1+ year of IT experience or 3+ years IT experience in lieu of degree. • 3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following: Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite • Experience using ticketing system (preferably ServiceNOW) • Strong customer service and end user equipment support skills • Strong written and oral communications (And, again, you must already have a current, active Public Trust clearance in order to be considered for this position.) Required Certifications: • ITIL foundations certification or ability to obtain certification within 3 months Desired Certifications: • Apple Certified Support Professional • Microsoft Certification for Windows 10 • A+ • CompTIA Security+ • CompTIA Network+ Why should you work for Mindbank?
Since 1986, Mindbank has helped hundreds of clients solve some of the most complex IT problems through the strategic implementation of solutions and resources. Our clients include US Federal agencies, State & Local Governments, Tribal Organizations, Fortune 1000 companies, as well as Small Businesses.
Mindbank believes that our employees deserve the best care that our company can provide. We offer our employees a comprehensive and competitive benefits package including:
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Long Term Disability
Short Term Disability
401 (k) Plan
Paid Time Off
Training and Education Reimbursement
Referral Bonuses
As an Equal Opportunity Employer, Mindbank is committed to a diverse workforce and we seek the most qualified candidate for each opening without regard to race, color, religion, age, gender, gender identity, marital status, sexual orientation, national origin, protected veteran status, or disability status.
