Help Desk Support
Title:
Help Desk Support Spec IVlocation:
Washington DC work site:
Onsite Job duration:
6
months, possible fte.
Clearance:
Public Trust security clearance required (Secret Clearance highly desired)Deskside Support Technician to support in Washington, DC.
IT Services program supporting several customers.
The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
Location:
This position will be 100% onsite at the customer location(s) in Washington, DCRequirements:
o Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user baseo Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which failo Installation of specialty software which is not already packaged in SCCMo Removal of devices from the network as directed by Securityo Assess issues and diagnose problems with printerso Install printer toner
Responsibilities:
Providing high-quality customer support.
A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.
As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building without direct supervision are all critical to the success of the individuals selected for these positions.
Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices.
Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.
This white glove service may sometimes require after-hours support to be provided.
All work for the team will be tracked in a ticketing system.
The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.
Staff members are responsible for keeping tickets up to date at all times.
The technology.
includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.
Experience working on and resolving issues with this type of office IT environment, is a must!Required Education &
Experience:
o High School diploma with 5
years of prior relevant experienceo Customer service-focused attitudeo Current Public Trust clearanceo Ability to maintain a Public Trust clearanceo Past experience providing IT (Tier II) support in a Windows office environmento Excellent written and verbal communication skillso Use of an ITSM ticketing systemDesired Requirements:
o Past experience with Department/Govt/Federal.
o Current Secret clearance.
Recommended Skills Batteries Communication Customer Service Laptops Leadership Microsoft Exchange Estimated Salary: $20 to $28 per hour based on qualifications.
Help Desk Support Spec IVlocation:
Washington DC work site:
Onsite Job duration:
6
months, possible fte.
Clearance:
Public Trust security clearance required (Secret Clearance highly desired)Deskside Support Technician to support in Washington, DC.
IT Services program supporting several customers.
The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others.
Location:
This position will be 100% onsite at the customer location(s) in Washington, DCRequirements:
o Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user baseo Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which failo Installation of specialty software which is not already packaged in SCCMo Removal of devices from the network as directed by Securityo Assess issues and diagnose problems with printerso Install printer toner
Responsibilities:
Providing high-quality customer support.
A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner.
As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building without direct supervision are all critical to the success of the individuals selected for these positions.
Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices.
Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved.
This white glove service may sometimes require after-hours support to be provided.
All work for the team will be tracked in a ticketing system.
The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff.
Staff members are responsible for keeping tickets up to date at all times.
The technology.
includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools.
Experience working on and resolving issues with this type of office IT environment, is a must!Required Education &
Experience:
o High School diploma with 5
years of prior relevant experienceo Customer service-focused attitudeo Current Public Trust clearanceo Ability to maintain a Public Trust clearanceo Past experience providing IT (Tier II) support in a Windows office environmento Excellent written and verbal communication skillso Use of an ITSM ticketing systemDesired Requirements:
o Past experience with Department/Govt/Federal.
o Current Secret clearance.
Recommended Skills Batteries Communication Customer Service Laptops Leadership Microsoft Exchange Estimated Salary: $20 to $28 per hour based on qualifications.
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