Travel Help Desk Specialist II

Job Description

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• We can not provide sponsorship or work C2C. W2 only

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• This is a contract position through DWS working for our healthcare client.

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• Must be available to work on-site 5x a week in Plainview, NY + traveling to different sites in the immediate area as needed (car mileage paid).

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JOB DESCRIPTION:

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Key Responsibilities

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• Provide Level 2 technical support for end users by responding to help desk requests via phone, email, chat, or ticketing system.

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• Troubleshoot and resolve hardware, software, operating system, and basic network connectivity issues in a timely manner.

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• Log, track, and document incidents and service requests in a ticketing system (e.g., ServiceNow), ensuring accurate updates and resolution notes.

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• Escalate complex issues to senior technical teams when necessary while maintaining ownership of the ticket through resolution.

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• Install, configure, and support desktops, laptops, mobile devices, printers, and other end-user hardware.

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• Assist with user onboarding and offboarding, including provisioning equipment, setting up user accounts, and configuring system access.

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• Provide remote and in-person "white glove” support to ensure a seamless technology experience for end users.

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• Support common enterprise applications such as Microsoft Office 365 and other business tools.

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• Collaborate with IT team members to identify recurring technical issues and contribute to long-term solutions.

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• Maintain documentation and knowledge base articles for frequently occurring issues.

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Qualifications

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• High school diploma or equivalent required; associate's or bachelor's degree in IT or related field preferred.

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• 1–3+ years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.

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• Strong troubleshooting skills across Windows environments, hardware devices, and common software applications.

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• Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar ITSM platforms.

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• Excellent customer service and communication skills with the ability to support non-technical users.

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• Experience providing both remote and onsite technical support.

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• Ability to manage multiple support requests in a fast-paced environment.

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• CompTIA A+ certification or equivalent technical certification.

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Preferred Skills

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• Experience with Active Directory, user account management, and permissions.

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• Knowledge of Office 365 / Microsoft 365 administration.

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• Basic understanding of networking concepts (DNS, DHCP, VPN connectivity).

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• Experience supporting mobile devices and endpoint management tools.

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