LanceSoft
Helpdesk Support Specialist
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Job Description
- Req#: 25-205857
- Assist in the management of the helpdesk backlog and queue.
- Responding promptly to all helpdesk requests via phone, email or in-person support.
- Determine level of support required to escalate and resolve issues through appropriate channels for all system-related issues.
- Support and maintain desktop, laptops, peripherals, and related technologies.
- Conduct desktop imaging and device configuration protocols.
- Set up new users and computers and support onboarding and offboarding activities.
- Diagnose and resolve problems according to standard operating procedures and knowledgebase documents.
- Develop and maintain documentation as required to support and maintain business applications.
- Notify End User Support Manager or designee of complex issues, major incidents, or insufficient documentation.
- Verify and confirm customer data and documents as required for support.
- Troubleshooting and perform network analysis to address issues with network infrastructure (LAN/WAN/AP).
- Perform software and hardware installations.
- Conduct and assist in inventory asset management, account management and end-use training.
- Assist in supporting and administering third-party platforms.
- Assist in supporting and administering in-house platforms.
- Participate in all internal office moves, additions, and subtractions of staff and/or equipment.
- Troubleshoot application functionality and availability challenges.
- Uphold the highest standards of personal, professional, and ethical conduct
- Take personal accountability for maintaining technical expertise.
- Assist in the development of technology innovation to advance agency IT needs
- Demonstrate experience supporting Microsoft Office suites (Word, Excel, Outlook, PowerPoint, and Access) and other M365 applications.
- Must be able to lift 35 pounds and push 65 pounds of equipment.
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Other Duties and Responsibilities:
EEO Employer
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.About the company
Established in 2000, LanceSoft is a Certified MBE and Woman-Owned organization, and a pioneer in providing premium end-to-end Global Workforce Solutions and IT Services to diverse clients across various domains.
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