Help Desk Specialist

Attain Washington , DC 20319

Posted 1 month ago

Who We Seek:

  • Passion Seekers. You genuinely care about the work that you do and its impact on society.

  • Self-Starters. You're a go-getter who isn't afraid to step up and disrupt the status quo.

  • Entrepreneurs. You bring fresh ideas to the table, work hard, develop business and consistently seek new challenges.

  • Collaborators. You're a great contributor to a high performing team that accomplishes great feats for our clients.

What You Will Do:

The Help Desk Specialist will provide first line support for our customers for mobile devices and desktop equipment. They will follow standard processes and be required to document and resolve technical issues relating to hardware, software or general computer usage. Must have the ability to communicate in a positive manner and build trustful relationships with coworkers, customers, and management to create an effective "team" working environment. This technical support role will provide tier I & 2 support and direction for iPhone devices and Windows desktop/laptops. This includes all aspects of provisioning, troubleshooting and retiring equipment. Analyst will use team member knowledge, on-the-job training and knowledge base documents to help customers.

Job Duties:

Minimum of 2+ years of enterprise IT systems administration experience. The ideal candidate will have practical experience and technical skills to accomplish the following:

  • Conduct troubleshooting of mobile devices and PC hardware/software

  • Daily incident and request fulfillment for mobile devices, desktop equipment, loaner laptops, and RSA tokens

  • Provide customer support via phone, live chat and e-mail to user community in the areas of device troubleshooting, operating systems and applications as required

  • Maintain accurate asset accountability

  • Use expertise in customer service and technical knowledge to resolve issues and educate customers

  • Manage and monitor iOS versions

  • Compile periodic reports as needed

  • Maintains current knowledge of relevant technologies

  • Develops and use knowledge base documentation

  • Provides exceptional level of customer service, meeting agreed service levels while working in a dynamic complex environment

  • Work under little supervision on day-to-day operations

  • Participates in special projects as required

Desired Skills:

  • Associate degree in Information Technology or 2 years equivalent experience in an IT analyst role

  • ITIL Foundations certification a plus

  • Excellent communication skills required

  • Analytical and problem-solving skills required

  • Experience with Service Desk tools such as HEAT, ServiceNow, etc. a plus

Years of Experience: 2+

Certifications: ITIL Foundations certification a plus

Minimum Education Required:

About Us:

Attain is a place for great ideas and the people who have them. As a management, technology, and strategy consulting firm, our professionals provide innovative solutions to revolutionize government, education, health, and nonprofit organizations and positively impact those they serve. We are business analysts, technologists, digital strategists, managers of change, and forward thinkers, with the entrepreneurial drive to shape the future. Our team is present in 40 states and the District of Columbia.

Visit www.attain.com/careers to explore your path forward with Attain.


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Attain