Senior Help Desk Specialaist

Outcomes. Delivered.

Voyatek delivers outcome-driven technology solutions to public sector agencies and higher education institutions nationwide.

For example, our technology:

• Facilitates access to nutritious food for children of mothers participating in the WIC program
• Supports first responders in reducing opioid overdoses within their communities
• Empowers colleges and universities to identify and thwart financial aid fraud
• Equips teachers with valuable insights to identify students requiring additional support
• Enhances efficiency for state tax agencies, leading to 99% faster return processing and quicker refunds for taxpayers

With a focus on Tax & Revenue, Health & Human Services, and Justice & Public Safety, Voyatek combines the scale to support large complex projects with the agility and accessibility of a boutique solutions provider. Together, Voyatek and its customers work to improve population wellbeing, create safer communities, and foster a thriving economy.

We re more than a technology company -- we re an outcomes company.

We encourage our employees to think differently, ask tough questions, and relentlessly pursue what s best for our customers and the residents they serve.

We believe that the value of technology is defined by its human impact. If you agree, you ve come to the right place.

Voyatek is seeking applicants to occupy the position of Senior Help Desk Specialist within our team. Please note that this position requires a commitment to full-time employment and is not open to contractors.

Key Responsibilities:

Utilize knowledge and technical expertise of computer systems and general network and infrastructure administration skills to perform hardware configuration management, system testing, software upgrades, troubleshooting, and provide quality end-user support.

Utilize ticketing systems to answer user questions, solve desktop/laptop and computing issues, if necessary, direct support calls to the appropriate technical team member for resolution.

Provide telephone and online remote software/computer troubleshooting support for local and offsite users to resolve network, computer, and software issues.

Provide desk-side assistance, including troubleshooting and replacing desktop and peripheral equipment.

Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.

Ensure all tickets worked to include clear documentation of the problem, solution, end-user identity, completion time, end-user satisfaction, and other technical metrics.

Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.

Provide assistance in maintaining inventory control and location records of State-owned IT equipment, software and disposal of property as required.

Collect statistics on hardware, software, system problems, security incidents, maintenance service calls, and user base.

Provide daily and weekly status reports of ongoing efforts.

Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Note: The candidate must be flexible to work overtime as needed, including weekends, holidays, and off-hours.

Qualifications:

A minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.

A minimum of three (3) years of experience using JIRA, Service now or other help desk ticketing applications.

A minimum of three (3) years of experience supporting Lan, Switching, and Wireless Access Points (WAP) or related.

A minimum of three (3) years of experience managing enterprise antivirus solutions.

Proficiency in using MS Active Directory, Microsoft Windows Server, MS Office Suite products, Enterprise Application and experience with Google Suite.

Experience supporting desktop and laptop operating systems using Windows 11, Linux and MAC OS.

Experience managing Multi-Function-Printers such as Lexmark/HP/Canon/Konica etc.

Experience in network technologies such as LAN and WAN, network protocols such as TCP/IP, UDP, and DHCP, and network devices like routers, switches, firewalls, or servers.

Possesses excellent communication skills to handle a diverse team of stakeholders requesting technical support tactfully.

Ability to learn new technical concepts quickly and stay abreast of current trends. Ability to lift and carry desktop equipment such as laptops, computers, and monitors.

Ability to work collaboratively with various technical teams, business users, managers, and other non-technical staff.

Preferred Qualifications:

A minimum of five (5) years of experience managing Active Directory Environment or Servers.

Experience as a Service Desk Administrator of JIRA or other similar products.
Experience with using ServiceNow IT Service Management suite or equivalent.

Possess Dell Laptop and Desktop certification.

Possess Dell Certified Systems Expert (DCSE) Certification.

Possess Apple Certified Support Professional (ACSP) 10.10 Certification or a minimum of three (3) years of experience supporting Mac OS/Apple systems in enterprise active directory environments.

Possess Microsoft Certified Solutions Expert certification or a minimum of five (5) years of experience managing an Active Directory environment.

Possess Cisco Certified Network Associate (CCNA) or Juniper Certifications.

Possess any Endpoint Protection Certificate or hands-on experience managing McAfee EPO or similar encryption Tools.

Experience working with the Project Management Office (PMO) processes, policies, and procedures.

The wage range for this role reflects the wide array of factors considered in compensation decisions. These factors include, but are not limited to, skill sets, experience, training, licensure and certifications, and geographic location. Compensation decisions are based on the unique facts and circumstances of each case. A reasonable estimate of the annual range is $55,000.00.

At Voyatek, we believe in supporting our employees with a comprehensive benefits package designed to enhance their well-being and professional growth. Please note that eligibility for certain benefits may vary based on your role and employment status.

• Flexible Work Schedules
• Health, Dental, and Vision Insurance
• Medical, Limited, & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contributions
• Company-Paid and Voluntary Life Insurance
• Long and Short-Term Disability Insurance
• Accident, Critical Illness, & Hospital Indemnity Insurance
• 401(k) Retirement Plan with Company Match and Immediate Vesting
• Wellhub Fitness and Wellness Platform
• Pet Insurance
• Training Opportunities
• Employee Referral Bonus Program

We are committed to fostering a workplace that supports both your personal and professional aspirations.

As part of our commitment to maintaining a compliant workplace, all final candidates will undergo and must successfully pass a pre-employment (post offer) background check. The background check may include, but is not limited to, verification of employment history, education, criminal records, and other relevant checks. Background check results will be evaluated in accordance with applicable law. For certain positions, additional client-specific background screenings may be required at the time of hire or in the future, in accordance with client requirements.

If you think you are a good fit for us, we encourage you to apply. Check out our career website for all open positions!

Voyatek provides equal employment opportunities to all employees and applicants for employment. Voyatek will make employment decisions without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status or domestic violence victim status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions include all terms and conditions of employment, including recruitment and hiring, job assignment/ placement, promotion, upgrading, demotion, termination, layoff, recall, transfer, leave of absence, rates of pay or other compensation, internship, and training.