Job Title: Helpdesk Support Specialist II

Department: Operations – Services

Reports To: RavenTek Program Manager

Location: Norfolk, VA (must live within driving distance)

Schedule: 12 hour shifts; 6am to 6pm or 6pm to 6am, varies per shift (3-4 days/week, weekends included)

Hours: Full Time 30+ per week (varies per week)

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret level

Position Summary

The Helpdesk Specialist II provides advanced front-line technical support services to end users by troubleshooting and resolving hardware, software, and access-related issues. This role serves as an initial point of contact for IT support requests and ensures timely resolution or escalation in accordance with established service level standards. The position supports mission-critical operations by delivering reliable, professional IT support services and maintaining high levels of customer satisfaction. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Essential Duties and Responsibilities

• Serve as the initial point of contact for troubleshooting hardware and software issues while providing professional and courteous customer service to all users.
• Respond to end-user phone, email, or chat requests for technical support in a timely manner while gathering accurate information to diagnose reported problems.
• Resolve computer, application, system, device, access, and performance issues by applying established troubleshooting procedures and technical knowledge.
• Utilize product documentation, knowledge bases, and solution databases to research, analyze, and resolve technical issues effectively.
• Advise users on appropriate methods to resolve issues independently and provide guidance on how to prevent future technical problems.
• Document incidents, troubleshooting steps, and resolutions using approved helpdesk systems and tools to ensure accurate recordkeeping.
• Fulfill established service level standards for response time, resolution quality, and customer satisfaction.
• Maintain accurate and up-to-date documentation of all support activities and user interactions.
• Provide support for both legacy systems and modern software applications operating across multiple platforms.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required.
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Other duties as assigned.
• Travel up to 10% may be required.

Knowledge and Critical Skills

• Strong customer service orientation with the ability to interact professionally and patiently with users at all levels.
• Demonstrated technical troubleshooting skills across hardware, software, and application environments.
• Knowledge of Windows operating systems and common enterprise software tools.
• Basic networking knowledge, including connectivity and access troubleshooting concepts.
• Understanding of IT security practices and the importance of protecting sensitive information.
• High attention to detail to ensure accurate documentation and issue resolution.
• Ability to work effectively both independently and collaboratively within a team environment.

Education & Work Experience

• High school diploma or equivalent required.
• Up to 3 years of technical support experience required.
• Experience with helpdesk tools, ticket management systems, and standard IT support procedures.

Certifications, Licenses

• CompTIA Security+ CE

Special Requirements

• Must be able to obtain and maintain Secret level clearance.
• Must be flexible for shift-work.

Work Environment

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.