IT Help Desk Support Specialist II

SimVentions, consistently voted one Virginia''s Best Places to Work, is looking for an IT Helpdesk Specialist II to join our team!As an IT Help Desk Specialist II, day to day tasks include: Responding to users'' requests for assistance by phone or in person, generally handling routine technical issues while seeking guidance on more complex issues; Providing technical assistance and training to system users; Applying basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures; Maintaining helpdesk systems and ensuring technical support issues are escalated to appropriate level for resolution; Installing and modifying personal computer and associated network hardware, software and peripherals; Diagnosing hardware and software, and operator problems, providing remedial actions or recommending procedural changes. Responsibilities:Assist with managing the helpdesk ticket queue on a daily basis; creating, routing, and remedying tickets in a timely mannerAnswer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systemsTroubleshoot configuration issues, software installations, hardware repair (including inhouse repair or coordinating depot or warranty services) to support day-to"day operationsTest new hardware and software systems and packages prior to deploymentAssist users with setting up common access cards (CACs) and troubleshoot common issues with signing/encrypting email, as well as accessing CAC enabled websitesEnsure the rigorous application of cybersecurity policies, principles, and practices in the delivery of systemsPerform security assessments using DoD provided tools; reporting results to the stakeholdersAssist the cybersecurity system engineers, system administrators, and developers. Develop strategies to mitigate discrepanciesPerform support to the user check"in process, performing functions such as: account creation; processing new account paperwork; issuing credentials; assigning permissions; and providing new hire onboarding briefDeploy images and configure new system buildouts for new hires. Work directly with hiring managers to ensure proper equipment and accessCoordinate and resolve technical, scheduling, and delivery issues associated with technical refresh, asset tracking, and life"cycle sustainmentManage and track all issued, reclaimed, removed, and relocated capital IT assetsCompose instructional documentation and videos to provide end-users with step-by-step processes on the proper method to utilize specific hardware and softwareComplete market research and submit purchase requests for equipment needsProvides audio/visual (A/V) support and assistance with corporate and customer meetingsAlerts management to recurring problems and patterns of problems. Provides recommendations to resolve problemsProvides an outstanding customer service experience in a variety of circumstances across all organizational levelsRequired Skills & Experience: 2+ years experience working in a help desk environmentAbility to diagnose and resolve basic computer technical issuesAbility to work flexible hours as necessaryTeam playerAbility to multitaskExcellent verbal and written communication skillsProfessional, patient, and people-first customer service attitudeMust be able to lift up to 50 lbs. /23 KgAdditional Requirements:Due to the requirements in the Safer Federal Workforce Taskforce guidance and the nature of our covered contracts and facilities, all employees may need to be fully vaccinated against COVID-19 or have a legal exemption with approved accommodation.Preferred Skills & Experience: Experience with Microsoft O365Proficiency with Windows Operating SystemsProficiency with the Zendesk help desk systemEducation: High School DiplomaMinimum Clearance: Ability to Obtain Secret ClearanceLocation: Fredericksburg, VA (On Site)Why Work for SimVentions?SimVentions is about more than just being a place to work with other growth-orientated technically exceptional experts. It''s also a fun place to work. Our family-friendly atmosphere encourages our employee-owners to imagine, create, explore, discover, and do great things together.Support Our WarfightersSimVentions is a proud supporter of the U.S. military, and we take pride in our ability to provide relevant, game-changing solutions to our armed men and women around the world.Drive Customer SuccessWe deliver innovative products and solutions that go beyond the expected. This means you can expect to work with a team that will allow you to grow, have a voice, and make an impact.Get Involved in Giving BackWe believe that one of the best ways to be a well-rounded company is to have well-rounded employees, and one of the ways we encourage that is by providing a wide range of service opportunities for our team members to engage in throughout the year.Build Innovative TechnologySimVentions takes pride in its innovative and cutting-edge technology, so you can be sure that whatever project you work on, you will be having a direct impact on our customer''s success.Work with Brilliant PeopleAt SimVentions, we don''t just hire the smartest people. We hire experienced, creative individuals who are passionate about what they do, and who benefit from the culture that we have created here.Create Meaningful SolutionsWe are trusted partners with our customers and are provided challenging and meaningful requirements to help them solve.Employees who join SimVentions will enjoy benefits like:Impact: work on projects that directly support the defense of our nation.Serve: work for a company that supports its surrounding communities.Employee Owned: work with the best and help build YOUR company.Dress code: business casual. We like to be comfortable while we work.Healthcare: one of the best packages in the industry.Culture: add to our culture of technical excellence and collaboration.Food: we have a lot of food around here.Family focus: work for a team that recognizes the importance of family time.Resources: excellent facilities, tools, and training opportunities to grow in your field.Open communication: work in an environment where your voice matters.Fitness/Well-being: opportunities to participate in company sports teams and workout groups.Professional development: employee-led interest groups for personal and professional development plus great training optionsWhat you bring to the table: contribute, grow, and thrive.Other Perks:Lots of employee appreciation events throughout the yearExcellent working facilities and tools to get your job doneRegular communication ("All-Hands", "SimV Share", "Imagineering Day") to stay connected to SimV culture, stay abreast of what is happening in the company, and meet new faces while eating good foodSimVentions sports teams and workout groupsEmployee led interest groups for personal and professional developmentWhat you bring to the table...FTACEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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. 41 CFR 60-1.35(c)

Created: 2025-11-15