Help Desk Specialist

Job Description:

Astor & Sanders Corporation, an award winning IT solutions provider located in Rockville, MD, is currently seeking a Help Desk Specialist to provide desktop and technical support to over 10,000 users. This is a full time position located in Lakewood, CO.

Roles and responsibilities include:

• Enter and manage technical support incidents in a ticketing system
• Troubleshoot, identify, and resolve problems and escalating problems to appropriate systems engineers
• Troubleshoot and resolve Tier 2 support issues via phone, email, remote desktop and on site, using remote desktop tools (Microsoft Remote Desktop, Bomgar)
• Resolve issues and maintaining customer contacts according to a specified service level
• Provide customer support personnel with adequate training to maintain and resolve the following client issues via telephone: Active Directory (AD), AD password resets, Mobile Device Management (iOS and Android devices) and network connectivity
• Maintain and resolve issues with desktop/laptop computers, client software, peripherals, printers, local network, etc. and provide on-site customer support and training
• Assist end users of applications software operating on Windows 7, Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported
• Assist customers with and resolve routine application questions, all versions of Microsoft Office Suite, Google mail, Calendar and Drive issues
• Perform desktops and laptops set-up; re-imaging, wiping and general hardware troubleshooting
• Install software for laptops and desktops
• 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
• Add and delete user accounts and maintain groups as required
• Log and report each service request and problem report. Requires familiarity with the use of trouble ticketing systems (Footprints, Remedy etc.)
• Assistance with Mobile Device Management service activation, general troubleshooting, wiping devices.
• Perform troubleshooting of local and network printer issues
• Perform manual antivirus scan of desktop/laptop after malicious incident notification
• Test software upgrades provided by the client, provide user upgrade plan, schedule upgrades with users and conduct upgrades
• Notify client of any unresolved user problems, outstanding trouble calls or other areas of concern

• 2+ years of help desk support experience
• Bachelor's degree in Computer Science, Engineering, or a related field is preferred
• Experience with Microsoft Windows 7/10, Active Directory, Apple/iOS and Android devices, Microsoft Remote Desktop, Bomgar, Footprints, Remedy.
• Experience using Google Mail, Calendar and Drive

• Strong written and oral communication skills are required
• Must have a positive team player attitude
• Strong analytical skills and be a creative self-starter with the ability to work both independently and as a team player
• Excellent time management skills to coordinate many different types of diverse activities
• High level of analytical and technical skills and mastery of software is required to maintain data
• Must be organized and detail-oriented
• Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner