Job Location: Washington, DC
Pay: Up to $65K/Yr (Depends on Experience)
Clearance: Eligible for Public Trust
DUTIES AND RESPONSIBILITIES:
Provide full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting, resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets
Perform problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes
Provide one-on-one deskside support (e.g., end user support, basic end user training, asset management)
Create or update knowledge base articles
Provide basic support for audio/visual (A/V) and escalate break/fix of monitors and web cams in conference rooms
Provide support for Skype for Business as well as teleconferencing, monitors and web cams on end users desks
Provide basic support for voice over IP (VoIP) telephones
Perform basic preventative maintenance on network printers to ensure optimal performance
Perform basic photo copier support (e.g., paper jams, simple operating malfunctions and end user operating assistance such as faxing, printing, optical character recognition (OCR) scanning)
Coordinate and manage installation, configuration, and removal of standard software and images on authorized hardware
Ability to support the relocation of employees and authorized contractor personnel during scheduled office moves and business unit reorganizations
Conducts technical refreshes of hardware and mobile devices
Mobile device and remote access support includes technologies such as laptops, cell phones, tablets, security tokens, Wi-Fi, Bluetooth, hotspot, VPN and Citrix
Train users on how to handle basic tasks; provide basic orientation explain how to do what it is the user needs to do or how to use a feature of a particular product or service.
Perform new employee/contractor orientation to include issuing the new end user their authorized IT assets and provide an introduction, instruction, and reference materials to the new end users on IT products/services
Perform asset and records management. Document, track, manage, and report on status of sensitive assets.
Maintain paper and electronic copies of Custody sheets. Prepare IT assets for disposal to include sanitization, preparing forms, segregating equipment, etc.
Ability to be flexible in the assigned work schedule (Monday Friday 7:00 am to 7 pm) and participate in afterhours on-call support
Ability to travel ( 10%) to cities outside the D.C area in order to provide end user support at remote offices/locations
REQUIRED SKILLS AND EXPERIENCE:
Microsoft Certified Professional (MCP)
Demonstrable experience supporting Microsoft Windows 10 and Office 2013/16
Experience in a service desk, call center, or other support role providing problem resolution of systems and services
Must possess strong communication skills to explain technical situations, present information, and provide training
Knowledge of the office Microsoft Office Suite and desktop applications required
Requires proficiency with PC hardware, standard software, and specialized applications
Must be able to obtain and maintain a Public Trust clearance
Apple iPhones, iPads and Windows tablets in an enterprise environment
VoIP desk phones
Familiarity with tools such as Windows Active Directory Users and Computers.
Thorough knowledge and understanding of desktop PC management, hard disk management, imaging, data recovery, diagnostic tools, utilities and anti-virus tools.
Experience with Microsoft Active Directory Services
Working knowledge of installing new hardware (i.e.
PCs both laptops and desktops, monitors, MFPs, printers, scanners, etc.)
Working knowledge of remote access software
Working knowledge of industry Service Desk processes and software
Familiarity with supporting virtual desktop environments.
Help Desk, Desktop, Windows 10, MS Office 2013/2016