Help Desk Specialist

Mindbank Consulting Group has an immediate need for a Help Desk Specialist.

• Provide Tier 1 and Tier 2 technical support to system administrators and end users located throughout the U.S.
• Provide help desk support for desktops, laptops, mobile devices, technical equipment, network troubleshooting, system upgrades and maintenance.
• Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc.
• Assist end users with applications software operating systems including Windows 10 and future versions of Microsoft Windows personal computers and laptops.
• Assist customers with and resolve routine application questions.
• Assist customers with all versions of Microsoft Office Suite.
• Assist customers with Microsoft mail, Calendar and One-Drive issues.
• Perform desktops and laptops set-up, including backup of the current system and re-imaging, wiping and general hardware troubleshooting.
• Install COTS software for laptops and desktops.
• Provide customer desktop support.
• Use remote desktop tools (Microsoft Remote Desktop & Bomgar) to provide user support.
• Troubleshoot software and hardware problems with the expertise to resolve routine calls over the telephone and to resolve more complex problems within the Help Desk staff.
• Internet/Intranet Troubleshooting.
• Troubleshoot (remote) network issues with local LAN\WAN and desktop\laptop\network devices using the Command Prompt and other tools.
• Respond to all requests for assistance and determine the appropriate actions to resolve problems within agreed upon time frames in a timely and courteous manner.
• Perform troubleshooting of local and network printer issues.
• Active Directory Password changes, editing and moving of person and computer objects, moving, editing, and adding/deleting user/computer accounts and creating and maintaining groups as required.
• Enter all support into a ticketing system for tracking.
• Log and report each service request and problem report.
• Close out trouble calls within time frames specified in SLA’s.
• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices, installing MaaS360 on iOS and Androids.
• Perform manual antivirus scan of desktop/laptop after malicious incident notification.
• Test software upgrades provided by the Government, provide user upgrade plan, schedule upgrades with users and conduct upgrades.
• Notify government of any unresolved user problems, outstanding trouble calls or other areas of concern.
• Update and maintain any pertinent documentation for updates for COTS installs, hardware updates and Mobile device updates and configuration.

• Basic knowledge of Active Directory, Remote Desktop/Bomgar remote support, VPN system knowledge, as well as knowledge of imaging techniques including PXE boot imaging.
• Knowledge of standard COTS software troubleshooting and support including Microsoft Office 2016/Office 365, and Adobe Acrobat DC.
• Requires familiarity with the use of trouble ticketing system (Footprints, Remedy, etc.).

• Competitive Compensation
• Medical, Dental and Vision coverage
• 401K Plan
• Education Reimbursement
• Employment Options
• Market Strength – Quality Reputation
• Our Commitment to our employees and clients