Help Desk Support Specialist

Position Summary: The Help Desk Support Specialist provides Tier 2 and Tier 3 technical support to the client computer user community in Phoenix, Arizona. This role involves responding to end-user requests via phone, email, and remote support channels, ensuring timely resolution or escalation of incidents according to established service level agreements (SLAs). The specialist documents all activities within the client central ticket tracking system and maintains comprehensive, real-time case documentation per client standards.

Key Responsibilities

• Provide expert-level technical support to client staff for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware and software issues promptly to minimize downtime and ensure operational efficiency.
• Diagnose and resolve network connectivity issues, ensuring seamless access to resources and applications.
• Manage IT incidents through to resolution or escalation, following established procedures and SLAs.
• Record detailed incident information in the client system, ensuring accuracy and completeness of documentation.
• Escalate complex issues to appropriate teams or vendors, providing thorough background information and supporting data.
• Deliver exceptional customer service, assisting users courteously and effectively to resolve technical problems.
• Educate end-users on IT procedures, best practices, and self-help tools to empower them to resolve issues independently.
• Communicate technical information clearly to non-technical users, ensuring understanding and satisfaction with solutions provided.
• Coordinate and execute hardware installations, upgrades, and replacements as required.
• Perform routine maintenance tasks on IT equipment, ensuring reliability, security, and optimal performance.
• Track and manage IT assets using established inventory management processes and tools.
• Document troubleshooting steps, resolutions, and best practices in the client systems.
• Develop and update Standard Operating Procedures (SOPs) for common IT support tasks and procedures.
• Contribute to the continuous improvement of IT service delivery by sharing insights and recommendations based on support experiences.
• Adhere to and enforce IT security policies and procedures, including data protection and access control measures.Assist in conducting security audits and vulnerability assessments, addressing findings promptly and comprehensively.
• Ensure compliance with regulatory requirements and government standards related to IT operations and data security.
• Collaborate effectively with IT teams, including Systems Administration, Security, and Network Operations, to resolve complex issues.
• Participate in team meetings, knowledge sharing sessions, and training programs to enhance technical skills and knowledge.
• Proactively identify opportunities to streamline IT support processes and improve service delivery efficiency.
• Implement automation and self-service initiatives to enhance user experience and reduce resolution times.
• Stay updated with emerging technologies and industry trends to suggest innovative solutions for enhancing IT support services.
  
  

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field; or Associate degree with relevant work experience.
• Minimum of 3 years of experience in IT customer support or a related field.
• The candidate is required to hold one or more of the following certifications: Foundation Certificate in IT Service Management (ITIL) v3 or higher, MTA: Microsoft Technology Associate, MCSA: Microsoft Certified Solutions Associate, MSCE: Microsoft Certified Solutions Expert., Apple Certified Associate - Mac Integration Basics (current or current -1 version), Apple Certified Support Professional (current or current -1 version). CompTIA A+ Certified Professional, CompTIA Network+ Certified Professional, CompTIA Security+ Certified Professional, JAMF Certified Tech, JAMF Certified Expert
• Proficiency in supporting current Windows and macOS environments.
• Strong analytical and problem-solving skills with the ability to prioritize and manage multiple tasks effectively.
• Excellent verbal and written communication skills, with a focus on customer service and technical documentation.
• Ability to work independently within established procedures and collaborate effectively in a team environment.
  
  

Compensation And Benefits

The projected compensation range for this position is $59,000 to $79,500 per year benchmarked in the Washington, D.C. metropolitan area. The salary range provided is a good faith estimate representative of all experience levels. Salary at LCG is determined by various factors, including but not limited to role, location, the combination of education/training, knowledge, skills, competencies, certifications, and work experience.

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.