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Help Desk/Tech Support Specialist (Tier 2)
02 - 04 years
Sole US Citizenship
MD - Germantown
Respond to and resolve user hardware and software problems, using a problem management (help desk) system.
Assist in implementation of pilot desktop/laptop support program.
Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
Responsible for maintaining and deploying systems via automated methods.
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
Document, maintain, upgrade and replace hardware and software systems.
Maintain, analyze, troubleshoot and repairs computer systems, hardware and peripherals.
Provides end user training where required.
Ability to shift between projects/tasks to keep up with workload.
Strong communication/people skills
Highly self motivated and directed, with attention to detail.
3-5 years of technical support experience for small to mid-sized companies' IT infrastructures (50-100 users)
Strong understanding of Windows operating systems and applications in a domain environment, including Windows XP, Windows 7 and Microsoft Office suites
Experience with desktop encryption methods
Working knowledge of virtualization technologies
Experience with desktop image management
Experience with anti-virus technologies and troubleshooting
Familiarity with Blackberry, IOS, mobile operating systems
Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations
Ability to effectively configure, support, and troubleshoot connection settings for Microsoft Outlook users in an Exchange environment
Peripherals setup & support such as printers, scanners, etc.
Other duties as assigned
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ActioNet Inc. is an Equal Opportunity/Affirmative Action Employer.