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Help Desk Support Services Specialist – Intermediate (Tier II) 

Category Information Technology  

Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems, simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level.

Position Requirements
  • Comprehensive knowledge in the use of personal computers and solid understanding of software fundamentals.
  • Proficient with a variety of domain and email account administration tools and familiar with standard corporate security policies.
  • Ability to communicate moderately complex or technical information, ideas, and results effectively in both oral and written form; compose correspondence and reports.
  • Experience in troubleshooting/repair within desktop and networking support, IT concepts, and software applications.
  • Proficient with MS Windows and Office, VPN / remote access, and anti-virus software.
  • Must be able to think logically and act decisively in critical situations.
  • Desired skills include Active Directory, Anti-virus, CA Incident Management Tool, VPN, Avaya, remote management experience, knowledge management, web support, previous desk-side support, and IT hardware technical troubleshooting repair.

Education: High School Diploma or equivalent

Certifications: CompTIA Security + ITILv4 with in 90 days of hire date

Clearance: Secret

Travel: 10%

Full-Time/Part-Time Full-Time  
Position Help Desk Support Services Specialist - Intermediate (Tier II)  
Number of Openings 1  
Location Fort Bragg, NC  
About the Organization RLM Communications, Inc. with several locations in the United States, is headquartered just a few minutes away from the gates of Fort Bragg, NC. RLM is quickly growing as a small business and a leader in the community. We specialize in:
•Information Assurance, Information Technology, Intelligence, & Cyber Security
•Information Technology Infrastructure Library (ITIL) Training & Implementation
•Healthcare IT
•Systems Integration & Audio Visual Support
•Program Management & Staff Support Services

RLM is a Quality focused organization. Quality means providing the customer with excellent solutions that completely fulfill their requirements. We strive to continuously improve our processes, personnel, and services to ultimately become the government's contractor of choice. Quality is the philosophy behind all we do, our strategy for growth… it is our mission!

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