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.
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
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:
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.