Job Directory Computer Specialist II

Computer Specialist II
Oakton, VA

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Job Description

JOB SUMMARY

The Level II Service Desk Specialist's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These duties and responsibilities will be rated on the Annual Performance Review.

* Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles.
* Assist with administration of Windows Servers, File Servers, Exchange Servers, Networks and Disaster Recovery Server, SharePoint and the VMware environments.
* Responsible to follow all department policies and SOPs to procure, set up and dispose of all hardware and software and updating the asset management database.
* Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
* Provide on-going support to computer users, both on-site and off-site, and respond to software/hardware questions, issues, and problems.

ADDITIONAL DUTIES AND RESPONSIBILITIES

* Assisting in providing Level I Support when request volumes are high.
* Act as an escalation point for advanced or difficult help requests.
* Perform system administration duties to include setup of user accounts; creation of shared folders, files, and printers; and setup of logon scripts and user profiles. Assist with administration of Windows Servers, File Servers, Exchange Servers, Networks and Disaster Recovery Server.
* Build rapport with service desk customers. Escalate problems (when required) to the Service Desk Manager. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting.
* Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up-to-date.
* Perform preventative maintenance, including checking and cleaning of servers and test fixes to ensure problem has been adequately resolved.
* Perform post-resolution follow ups with Level I Technicians as required. Develop help sheets and FAQ lists for end users. Reinforce SLAs to manage end-user expectations.
* Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.
* Assist in software releases and roll-outs according to Change Management best practices.
* Assist in the configuration and monitoring of electronic multimedia systems for internal live meetings.
* Additional Duties and Responsibilities.

REQUIRED QUALIFICATIONS

* College diploma or university degree in the field of computer science
* 3-5 years of work experience in the field

PREFERRED QUALIFICATIONS

* IT Certifications
* Knowledge of advanced computer hardware, including installing and troubleshooting
* Experience with desktop and server operating systems, including Windows 7, 8,10, 2008 and 2012
* Extensive application support experience with Microsoft Office 2010, 2013 and 2016

KNOWLEDGE, SKILLS AND ABILITIES

* Exceptional written and oral communication skills.
* Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Strong documentation skills.
* Ability to conduct research into a wide range of computing issues is required.
* Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly and technical language.
* Highly self-motivated and directed. Keen attention to detail.
* Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.
* Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee may occasionally lift or move products and supplies, up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to quiet.

WHAT WE OFFER - FOR BENEFIT ELIGIBLE EMPLOYEES MAY INCLUDE

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

* Health coverage for you and your family through Medical, Dental and Vision plans
* Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
* A 403(b)-retirement plan in which the company matches dollar for dollar on a generous % you contribute up to 3%.
* Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific health-care and dependent care expenses with pre-tax dollars
* To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program and Tuition Reimbursement
* A generous paid time off program in which the benefits increase along with your tenure with the company.

When you join ServiceSource, you do more than simply switch companies to advance your career. You become a part of the ServiceSource family, a group of talented men and women who drive innovation, embrace change, and celebrate the global community.

ServiceSource is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. If accommodation is needed in the application process, arrangements can be made with the local regional office http://www.servicesource.org/contact-us.We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information

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