Deskside Support Specialist

Washington, DC

Posted: 09/06/2018 Employment Type: Contract to Hire Industry: IT Job Number: 227285

RESPONSIBILITIES: 

• Assist customers and employees in resolving technology problems in a timely manner.

• Support Dell and HP hardware: PCs, printers, scanners, iPhones, networking equipment, virtualization, and other enterprise technology.

• Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection,  Open Text Document Management (DM),  Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other GAO applications.

• Supported Operating Systems: Windows 7/8/10 and MAC

• Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets.  Ensures problem ownership and promotes end-user satisfaction.  Tracks activities of technical support specialists to whom the tickets were assigned.

• Maintain high level of proficiency with the products and services.

• When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers.

• Comply with established operating policies and procedures in order to maintain adequate controls and to support government client.

• Assist Manager (or other supervisor as assigned) with project management and execution.

• Supports equipment moves/adds/changes.

• Support account moves/adds/deletions with in AD.

• Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment).

• Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests.

• Provide rapid response to customers needing immediate assistance.

• Possesses current working knowledge of computers, printers, laptops, and common windows applications.

• Attempts to resolve as many incidents as possible:  Efficiently escalates incidents to appropriate team when required.

• Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards.

• All help desk duties as requested and as needed.

• VTC session setups.

• Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup.





DESIRED:

• Education: Demonstrated tech experience. Associate’ s degree in technology or Bachelor’ s in any field, or the pursuit of such degree, is preferred but not required;

• Help Desk Institute or Service Desk Institute certification.

• ITIL Foundations

• Demonstrated initiative with a strong sense of urgency and purpose;

• Strong attention to detail;

• Aptitude and drive for learning new technology;

• Demonstrated success in customer service and relationship building;

• Ability to handle multiple tasks and effectively manage assigned workload;

• Ability to complete multiple projects simultaneously, and in a timely manner;

• Capable of working independently and within in a team;

• A certain degree of creativity and latitude is required;

• Good communication skills (verbal and written);

• Ability to work with users of all technological skill levels throughout the hierarchy of the organization;

• A strong grasp of basic hardware and network support principles;

• Must have thorough knowledge of Microsoft Windows and Office software;

• Mac, Linux experience is a plus;

• Front Range ITSM experience is a plus

• Basic working knowledge of Active Directory

• Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs.

• Information Technology: 3 years




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