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M & M Technical Services Logo M & M Technical Services · IT - Administration

Help Desk Specialist

· Job Posted December 10, 2025
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Job Responsibility

  • Provide tier I support, answering phone calls from customers
  • Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the Remedy ticketing system
  • Applying excellent working knowledge of PC software and hardware to provide multi-tiered customer support for network connectivity, VPN, software applications, desktop peripherals, network account management, and hardware related issues via email, phone, remote assistance tools, and desk-side assistance
  • Performs hardware diagnostics and coordinates repairs
  • Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents

Requirements

  • Bachelors degree from an accredited college in a related discipline, or equivalent experience/combined education, with 2 years of professional experience
  • or 1 years of professional experience with a related Bachelors degree
  • Security+ Certified
  • Active Secret security clearance

Nice to have

  • Network+ Certifications
  • Experience with Infrastructure as Code tools (Chef, Ansible, Puppet) experience including scripting for automation, configuration control or provisioning
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