| Deskside Support, Help Desk, USC Only at Remote, Remote, USA |
| Email: [email protected] |
| From: Shikha, KPG99 [email protected] Reply to: [email protected] Hi, Hope you are doing well. Please find the job description below and let me know your interest. Position : Deskside Support/ Help Desk, USC Only Location: Hybrid in Washington DC area Duration: 12+ Month MOI: Phone and Video Resumes must be under 4 pages Include Education Role is Hybrid. Will be onsite 50% of the time. Must live in the Washington DC area. Responsibilities Tier 2 Deskside Support/ Help Desk This position provides second level support for all incident and service requests that have been escalated by the Service Desk. Deskside Support will be provided onsite, remotely, over the phone, or via email. This position will provide support for desktop, laptop, thin clients, and VMs, as well as the hardware and applications associated with them. This position will also analyze existing systems along with making proactive recommendations for improvement. Tier II supports all systems, applications, and hardware within the customer environment. You must also have a solid understanding of the technology used and how to use it. You will support customer installations and support in person, remote desktop and/or by phone. Must be focused on working with a team and coordinating with team members to solve complex issues Responsibilities: Resolve issues for desktop and laptop incidents and requests in a timely manner. Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality. Troubleshooting and resolving service-related issues such as user data back-up, printing, web-ex, etc. Effectively document the resolution process and mentor Service Desk personnel. Contribute to departmental policies and procedures related to troubleshooting Demonstrate a thorough understanding of departmental policies and procedures Work with system and application owners to remediate reoccurring issues. Ability to troubleshoot virtualized environments and make recommendations for improved performance. Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager. Support Windows 10, Mac OS, iOS, and Android. Provide IT support relating to technical issues involving Microsoft core business applications and operating systems. Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment. Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees. Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved. Ability to handle high call volume and correspondence; multitask and bring up to Tier 3 as needed. Able to work multiple issues at one time, both individually and in support of other technicians, while utilizing time management skills to ensure on time appointment arrivals and updates. Required Skills Must have min. of 8 years experience with Windows 10 and in Active Directory Environment. Must have 5+ years of experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites. Advanced level experience in MAC/PC hybrid environments including mobile devices. Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS. Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus. Experience in working on a Service Desk team supporting IT services. Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc. Must have min. of 1-year experience with JAMF (SCM platform) and SCCM/PXE for Windows. Strong critical thinking skills that facilitate expedient problem solving. Strong communication skills. Monitor Tier 2 ticket resolution to ensure defined SLA's met Update tickets with the latest status Escalate the ticket to the correct group if the incident cant be resolved. Willing to work additional hours and/or perform additional tasks (including general office work) as needed. Willing to participate in a one week on-call rotation requiring a high level of availability after hours and on the weekend. Excellent Customer Service EXPERIENCE LEVEL: Prior Help Desk experience (5 years) Experience working with computers and operating systems. Experience with trouble ticketing systemcurrently using Service Manager Thorough knowledge of desktop and business/technical support systems. Technical certifications (Required) Technical Degree preferred. (Additional 5 years relevant experience in lieu of a degree is acceptable). Authorized MAC certification is also preferred. MINIMUM CERTIFICATIONS: (ACTIVE); a minimum of 1 is required MCSA MCSE ACSP ACMT EDUCATION: Associates degree in a computer-centered discipline. Remote conditions Role is Hybrid. Will be onsite 50% of the time. Must live in the Washington DC area. Keywords: information technology |
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| Tue Aug 15 04:38:00 UTC 2023 |