- Desktop Administration
- Customer Service
- Microsoft Office
- CompTIA A+
- Active Directory
Primary Role Title: Deskside Support Technician (Journeyman)
Work Location: Washington DC Metro area
Hours of Operation: F/T 8 hours per day (plus 1-hour lunch) during site primary hours, M-F 6:00am - 9:00pm
**Security Clearance – Must Pass A Public Trust Background Investigation.**
** Must be a US Citizen **
Responds to and diagnoses problems through discussion with users. Serves as focal point for customer concerns. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or applications or hardware. Interacts with other service organizations to restore service and/or identify and correct core problem. Possesses and applies expertise on multiple complex work assignments. Provides break/fix, asset inventory, spares/parts management, desktop administration, desktop applications, remote access, troubleshooting and upgrading of mobile devices, and security services for all end-user devices.
Provides on-site Video Teleconferencing (VTC) and Audio/Visual support to include conference rooms, training rooms, auditoriums, senior leadership offices and workspaces, and Telepresence rooms. Trains end-users how to use equipment, start meetings, and troubleshoot equipment.
Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
Excellent customer service skills
Supports end users on a variety of hardware and software issues
Identifies, researches, and resolves technical problems
Complies with helpdesk policies and procedures
Documents, tracks, and monitors problems to ensure timely resolutions
Completes assignments without direct supervision
Experienced with Microsoft Windows 10, Office 365, Lotus Notes, Active Directory, Bomgar Remote Assistance, Remedy
ServiceNow experience is a plus
Education – Associate’s degree. Computer Science or related disciplines are preferred.
Experience – Successful candidates typically have one or more years of relevant experience. Experience with the customer’s installed product base is preferred.
Technical Certification – CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.