Savantage Solutions provides a wide range of consulting, systems integration, and financial and project management support to federal and DoD agencies. For over two decades, Savantage Solutions has partnered with organizations in both the public and private sectors to achieve innovative solutions for customers’ challenges. Savantage Solutions is a woman-owned company that values diversity, initiative, and a commitment to learning and growing. Our philosophy is that diversity is an asset to any industry or organization, and that innovation is only nurtured in an environment that embraces creativity and open minds. We thrive on the ideas and perspectives generated by a diverse workforce.
Duties and Responsibilities:
The Help Desk Specialist will be responsible for recording incidents and providing support to the users. Provides a total customer support service as a point of contact for all issues relating to IT. Provides technical assistance to computer system users, including the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems. Maintains a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them. Answers questions or resolve computer problems for employees in person, via telephone or from remote location. Provides assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
The Help Desk Specialist will:
Answer users’ inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location through Helpdesk Ticketing tool.
Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT changes at the field location.
Enter commands and observe system functioning to verify correct operations and detect errors.
Escalate incident reports to required groups and monitor as indicated by procedures.
Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
Monitor events and perform corrective actions according to documentation.
Oversee the daily performance of computer systems.
Participate in the deployment of applications and hardware impacting the current and proposed IT tools used in the field location.
Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.
Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
Maintain, review, and confirm proper patching status for all equipment.
Maintain and review inventory tracking of all equipment.
Perform and deliver audit reports on various systems.
Obtain quotes and process approved purchase request.
Track and maintain configuration changes through established processes, including software versions and changes, security changes, firmware versions and changes.
Perform research and investigation of issues to find resolutions and document for future reference.
Train users and answer questions.
Knowledge, Skill, and Abilities:
The candidate must have:
Active Directory Domain Services (ADDS) experience including management of user accounts, security groups, and GPOs.
Understanding of networking principles including management of DNS, DHCP, IP, Subnets, Ports (UPD/TCP) and how they work.
Management and Patching of Windows Servers including remediation of vulnerabilities.
Basic O365 Administration experience including setting up users with Exchange Online, Skype/Teams.
Ability to process PowerShell commands as part of user setup as described in environment documentation.
Understand and work within Least Privilege principle.
Good verbal and written communication.
Flexibility to address multiple tasks and prioritize requests in a fast-paced environment.
Ability to work well in groups or individually
Experience with Cloud environments preferred (AWS, Azure, Oracle)
Experience with Kaseya VSA preferred
Experience with Sophos preferred
Experience with SBM preferred
Education and Certifications:
Associates Degree and 2+ yrs work experience in IT field
CompTIANetwork+ or equivalent experience, preferred
CompTIA Security+ or equivalent experience, preferred
CompTIA A+ or equivalent experience, preferred
Savantage Solutions is an EOE/Minorities/Females/Vet/Disabled Employer
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