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Helpdesk Support & Administrative Specialist
Computer Technologies Consultants, Inc. (CTC)
Bethesda, MD | Full Time
$65k-80k (estimate)
2 Months Ago
Helpdesk Support & Administrative Specialist
Computer Technologies Consultants, Inc. (CTC) Bethesda, MD
$65k-80k (estimate)
Full Time | IT Outsourcing & Consulting 2 Months Ago
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Computer Technologies Consultants, Inc. (CTC) is Hiring a Helpdesk Support & Administrative Specialist Near Bethesda, MD

DescriptionComputer Technologies Consultants (CTC) is seeking a remote Helpdesk Support and Administrative Specialist. This dual-role position will primarily provide technical assistance and support as a Helpdesk Support Specialist to our end-users and/or customers who encounter problems with their computer systems, software, hardware, or other technology-related issues. The secondary responsibilities of an Administrative Specialist will play a critical role in supporting the day-to-day operations of our organization by providing administrative and clerical support to ensure the efficient and smooth operation of our organization. They will assist in various tasks such as record keeping, communication, and coordination, to help achieve our goals.
RequirementsHelpdesk Support Specialist Responsibilities:
  • Customer Support: Assist end-users or customers via various communication channels (phone, email, chat, or in person) to understand and resolve their technical issues or inquiries.
  • Technical Troubleshooting: Provide step-by-step instructions or perform remote troubleshooting to resolve common technical problems, such as software configuration issues, network connectivity problems, or hardware malfunctions.
  • Documentation and Document Management: Maintain detailed records of customer interactions, solutions provided, and documented procedural guides to create a knowledge base for future reference. Creating and updating security procedures/guides (SSP).
  • Ticket Management: Log and prioritize support requests using a ticketing system, ensuring that issues are addressed in a timely manner based on their severity and impact on users.
  • Escalation: Escalate complex or unresolved issues to higher-level support or specialized teams when necessary and follow established escalation procedures.
  • Software and Hardware Support: Assist with software installations, updates, and patches, as well as provide guidance on hardware troubleshooting and maintenance.
  • User Training: Offer basic training and guidance to users on how to use software applications, devices, and systems effectively.
  • Remote Support: Utilize remote desktop tools to access and control users' computers for troubleshooting and problem resolution when needed.
  • Customer Satisfaction: Ensure that users are satisfied with the resolution of their issues and collect feedback to improve support processes.
  • Report Writing: Weekly and Monthly reporting through creating and updating client dashboards
Administrative Specialist Responsibilities
  • Record Keeping: Maintain and update electronic records and databases. Organize and file documents, reports, and correspondence. Ensure data accuracy and confidentiality.
  • Communication: Draft and proofread documents, including memos, letters, and reports.
  • Scheduling and Calendar Management: Assist with coordinating and scheduling meetings and events.
  • Coordination and Support: Assist in the preparation of presentations, reports, and documentation.
  • Administrative Tasks: Support HR with administrative tasks.
Skills And Qualities
  • Technical Proficiency: A strong understanding of computer systems, software, and hardware is essential. Familiarity with operating systems (Windows, Linux, AWS, Azure, Next Cloud, etc.), productivity software (iTop), and common office applications. Proficiency in using office software such as Microsoft Office Suite (Word, Excel, PowerPoint), and other relevant software or tools. Familiarity with Paylocity is a plus.
  • Communication Skills: Excellent verbal and written communication skills are crucial for explaining technical issues to non-technical users and documenting solutions clearly. Able to interact with all levels of the user base including Executives.
  • Problem-Solving: The ability to analyze and solve technical problems logically and efficiently is a fundamental skill.
  • Patience: Dealing with frustrated or inexperienced users requires patience and empathy. Able to keep calm and professional in high-pressure circumstances.
  • Customer Service: Providing top-notch customer service is a key aspect of the role. Being courteous, responsive, and proactive in helping users is essential.
  • Multi-Tasking: Helpdesk support and Administrative Specialists often handle multiple support requests simultaneously, so the ability to prioritize and manage tasks effectively is important.
  • Organized: Strong organizational and time management skills along with attention to detail are vital to this role.
  • Adaptability: Technology is constantly evolving, so being open to learning new tools and techniques is essential to stay up-to-date in this field.
  • Teamwork: Collaboration with colleagues and other IT professionals may be necessary to resolve complex issues.
  • Security Awareness: Understanding basic security principles and practices to protect user data and systems is vital.
  • Documentation Skills: Maintaining accurate records and creating documentation for common issues and solutions helps in providing consistent support.
  • Motivated: A self-starter who proactively seeks opportunities to learn.
  • Creative: A resourceful and productive individual who can think outside of the box for solutions.
Required Years Of Experience (min)
  • 2 years of relevant/relatable IT professional experience
  • 5 years of professional experience in customer support is desired
  • ITIL v4 certification a plus
Required Degree
  • AS degree in Computer Science, Information Sciences, or related IT discipline
  • OR Allowable Substitution: An additional 5 (five) years of related professional experience can be substituted for an AS
Required Experience
  • Of the 2 years of experience, a minimum of 6 months of experience providing IT customer support through an automated ticketing system. Strong preference for iTop ticketing management.
Required Clearance
  • Secret Clearance or ability to obtain Secret clearance

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

SALARY

$65k-80k (estimate)

POST DATE

07/05/2024

EXPIRATION DATE

08/08/2024

WEBSITE

usa-ctc.com

HEADQUARTERS

BETHESDA, MD

SIZE

50 - 100

FOUNDED

1992

CEO

MASHAALLAH EBRAHIMIAN

REVENUE

$10M - $50M

INDUSTRY

IT Outsourcing & Consulting

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