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Alesig Consulting · 2 months ago

Desktop Support Specialist, Tier II

North Charleston, SC

Full-time

Onsite

Mid Level

3+ years exp

Alesig Consulting LLC is seeking an experienced Desktop Support Specialist, Tier II, to provide advanced technical support to senior-level executives. The role involves maintaining complex desktop systems, delivering exceptional customer service, and managing critical communications infrastructure.

Computer

No H1B

Security Clearance Required

Responsibilities

Answer calls and emails, log incidents, and provide comprehensive hardware and software support to end users

Create, track, monitor, and route all customer support incidents and service requests to the applicable work center

Close and resolve all tickets, ensuring proper documentation of resolution procedures

Maintain knowledge database of problem resolutions related to service requests and customer inquiries

Configure, maintain, and troubleshoot Windows desktop platforms in accordance with approved baseline configurations

Perform workstation upgrades, new workstation imaging, setup, installations, and replacement of workstations and peripherals

Conduct troubleshooting analysis, diagnosis, and resolution of workstation and peripheral hardware and software problems for both NIPRNET and SIPRNET systems

Configure, support, and troubleshoot desktops, laptops, email services, software, printers, and network connectivity

Provide specialized Command, Control, Communications, and Computer (C4) support to senior-level executives

Act as the liaison between senior-level executives and all C4 support functions for coordinating communications and computer support requirements

Monitor and report planned, unplanned, and potential system outages to senior-level executives

Support portable electronic devices (PEDs), including issuance, configuration, technical support, troubleshooting, upgrades, and lifecycle/tech refresh management

Act as the point of contact (POC) for all telephone-related matters

Set up, test, and operate audiovisual and video teleconferencing (AV/VTC) technologies within conference rooms

Configure, support, and troubleshoot desktop Video Teleconferencing (VTC) equipment and other peripherals

Provide on-site AV support for events, including briefing assistance for meetings, distinguished visitor visits, award ceremonies, retirement ceremonies, and command presentations

Qualification

Technical troubleshootingWindows desktop supportCompTIA Security+NIPRNETSIPRNET supportC4 supportCustomer serviceAV/VTC supportKnowledge managementCommunication skills