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Help Desk

Expired Job

Robert Half Technology Washington , DC 20001

Posted 4 months ago

Job Requirements

Position Summary:

User support is the primary entry point for all requests/issues that are resolved by the user support team. Typically, this is the initial point of contact that is initiated by problem creation, email, or a phone call. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution from start to finish while documenting all steps in the process.

Reporting Supervision:

This position will report to User Support Manager.

Expected Outcomes

  • Identify, classify, triage, and resolve help desk tickets submitted by users.

  • Collection of user feedback and communication of that feedback to relevant IT/IM groups when relevant.

  • Frequent and flexible IT training options for staff.

Primary Responsibilities

  • Prepare computers for new hires. Make sure they contain all necessary software and ensure licensing compliance.

  • Maintain accurate inventory and spare device pool.

  • Administers mobile device set-up, testing, advanced troubleshooting and problem resolution for headquarters staff.

  • Respond in a timely manner to all user based problems through the ticketing system.

  • Captures and documents knowledge solutions for internal use and customer self-service to be used in creating a reliable FAQ for end users.

  • Contact external vendors if needed to repair hardware/software under warranty or under a maintenance contract.

  • Reformat malware affected devices while also testing and recommending new processes and procedures to enhance the process.

  • Train new hires on using Creative equipment (computers, conference room systems, etc.).

  • Use trends in ticketing system, feedback from staff, on-boarding, sessions, etc. to identify topics for Q As and areas of highest need for training and other resources.

  • Organize periodic brown-bags and Q A sessions on necessary topics.

  • Maintain positive relationship and get constant feedback about operation of Creative equipment from users.

Additional responsibilities as deemed necessary.

Required Skills Qualifications

  • Requires 1+ years of Help desk support experience

  • Requires an Associate's degree in a technical field or related course of study

  • Strong computer skills including office 365, hardware and software

  • Effective written/verbal communication skills, critical thinking and problem-solving skills

  • Hands on experience with PC and latest Microsoft Operating system and other tools

  • Excellent interpersonal and communication skills

  • Must be a detailed, flexible self-starter with the ability to manage multiple priorities effectively

Skills:
Hardware, Help Desk, Manager, PC, Supervision, Testing
Contract


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Washington DC

Help Desk

Expired Job

Robert Half Technology