Help Desk Support Specialist, Senior Level
absccareers - Virginia

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Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems.Specific Duties: Provides telephone, online, and in-person support to users in the areas of e-mail, directories, standard desktop applications, customized applications, network, and connectivity. Can serve as the initial point of contact for troubleshooting problems for end-user hardware, software, and printers. Relates guidance on the installation, configuration, and upgrade of computer hardware and software; provides end-user software troubleshooting and support; applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites; participates in the administration of e-mail systems; provides phone and help-desk support for local and off-site users; assists lower level technicians with complex problems. Maintains help desk records of all problem calls.Education: AS/AA May substitute the equivalent in a combination of education, technical certifications or training, or work/military experience.Skills: Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support.

Advanced knowledge of desktop operating systems and applications. Effective supervisory skills. May require professional certification in one or more specific technologies, depending on job assignment.