Help Desk II

Title: Help Desk II 
Location: Charleston, West Virginia 
Duration: 3+ Months Contract 
Shift: 08:00 am to 05:00 pm 

Job Description: 
·         Responsible for supporting all end user hardware and software issues including computer and phone issues. 
·         Responsible for solution of problems escalated from the first level support. 
·         Also responsible for managing and operating call centre telephony platforms and their associated subsystems. 
·         Provide system-level support of multi-user telephony and computer (operating) systems, hardware and software tools, including installation, configuration, maintenance and support of these systems. 
·         Other duties include the tracking of problems until a solution is identified and implemented to the customer's satisfaction. 
·         Problems could include hardware issues, software issues, virus remediation, fault isolation on PCs, LAN equipment, VoIP phones, printers, communications devices and other peripherals. 
Education and/or Experience:    
·         Associate’s degree in information technology and minimum of four years’ experience. 
·         Candidate may also have an equivalent combination of education and experience in a multi-vendor desktop and laptop environment. 
Essential Job Knowledge: 
·         Requires excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff. 
·         Moderate understanding of desktop software/hardware including printer hardware, and the subsequent implementation, support, and repair of all. 
·         Moderate understanding of desktop Operating Systems from Microsoft. 
·         Moderate understand of Operating systems and hardware from Apple. 
·         Basic understanding of Linux based desktop Operating Systems. 
·         Moderate understanding of desktop imaging technologies such as MDT, SCCM, etc. 
·         Moderate understanding of networking protocols, topology, and troubleshooting. 
·         Moderate understanding of technology such as Active Directory, Group Policy, DNS, TCP/IP, LDAP, and ActiveSync. 
·         Moderate understanding of modern mobile technologies and their implementation in a corporate environment. 
·         Experience in video conference technology and support. 
·         Hands-on experience with Avaya and VoIP related equipment. 
·         Experience with data, voice and/or VoIP technologies. 
·         Coordinate equipment pickups for recycling. 
Certificates / Licenses: 
·         A+ Certification 
·         Network+ Certification 
·         Microsoft certifications such as MCITP, MTA, and MCSE/MCSA. 
·         Avaya certifications are a plus 
Essential Duties & Responsibilities: 
·         Responsible for the day to day administration and support of the company’s laptop and desktop personal computers and peripherals. 
·         Tier 1 support for Corporate Call Center Avaya and VoIP related issues 
·         Has the ability to support executives and senior leadership and can act as a guide to junior members of the team. 
·         Monitor trouble tickets and prioritize problems based on business impact. 
·         Participation in troubleshooting, isolation, resolution and problem escalations as needed. 
·         Fulfilment of hardware, new hire and move requests. 
·         Provide support for VMware and other desktop applications. 
·         Maintain physical inventory of hardware and software. 
·         Purchase minor accessories and hardware in order to maintain existing hardware or as business needs arise 
·         Follow and maintain corporate and department standards and polices. 
·         Maintains and gains knowledge and competency in related Microsoft technologies. 
·         Special projects from management will be assigned out and individual tasks will be assigned and worked to resolution. 
Note: This position is not eligible for Overtime billing. 

If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please send the updated resume to along with a best time and number to reach you. 
Your prompt response is highly appreciated. 
Thanks and have a blessed day ahead. 
Thanks and Regards, 
Srinivas Mallipog 
Resource Executive 
APN Software Services, Inc (
39899 Balentine Drive, Suite 385, Newark, CA 94560 
Phone: 510-943-4054 / Fax 510-623-5055 
Email Id: 

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