Help Desk Service Specialist

1 - CYBER LIABILITY INSURANCE IS REQUIRED: To place any candidates in any ITS positions moving forward, vendors WILL BE REQUIRED to hold Cyber Liability insurance on top of what is currently required under this contract. Vendors MUST provide CAI with a new COI before a selected resource can begin work at ITS that clearly denotes you meet the following requirements: Privacy & Security (Cyber) Liability - Per Occurrence $5 Million; Aggregate $5 Million.
ONLY SUBMIT CANDIDATES if you currently have this Cyber coverage, or you are willing to quickly obtain this additional coverage prior to a candidate's determined start date.
2 - FULLY ONSITE POSITION - Remote or hybrid work schedules WILL NOT be considered, so please ONLY submit LOCAL candidates willing to work fully onsite as required.
3 - FINGERPRINTING In addition to the standard background check you are required to run on the selected candidate prior to starting (see Compliance tab for details), the agency requires an additional fingerprinting background check processes that will be coordinated through ITS directly once the candidate is selected. Candidates MUST complete the fingerprinting and initiate the ITS-specific background check process before they can begin work. As long as the process is initiated fully, and the vendor-run background check comes back clear, candidates will be able to begin work while waiting on the fingerprinting checks run by ITS to return results. Continued employment will be contingent upon clear results on the ITS-run checks.
Job Details
The key duties in this role will be providing remote service desk support for domain joined Windows computers. The selected resource will support Microsoft Office 365 apps and other common Windows apps.
Applicants must have professional experience working in a technical end user support role, providing Windows/Microsoft troubleshooting and support.
Candidates must have experience interpreting customer technical issues and determining appropriate categories and relevant information needed for creating entries within the ITS service management system.
Candidates must also have experience with Active Directory to help with their troubleshooting skills. While the primary duties will revolve around the service desk support for end users, the selected resource may be requested to assist with onboarding/offboarding users using Active Directory, Azure AD, and Office 365 Admin consoles.
Punctuality and reliability are essential to this role. Additionally, excellent communication (both written and verbal), and customer service skills are essential to this role.
Responsibilities In The Role Will Include
Managing user and computer accounts in Active Directory (AD), Office 365, and Exchange.
Managing software licensing.
Receiving telephone calls and emails from users with computer hardware and software problems or how-to inquiries.
Determining the nature of the problem, the root cause, and providing basic troubleshooting.
Documenting support responses in the ITS Service Desk Ivanti ticketing system.
Escalating problems in accordance with defined ITS procedures.
Assisting users with problem solving steps.
Communicating accurate and useful status updates.
If a potential applicant has been doing IT Support INTENSIVELY, every business day for a year, handling the issues the client is handling per the job description/required skills, they could be considered with just that 1 INTENSIVE year of experience. If a potential applicant was doing IT Support CASUALLY, they must have at least two years of experience to be considered for the position.
ITS will supply computer, phone, and work environment necessary to fulfill the duties as described above.