AHU Technologies Inc
Deskside Support Specialist Journeyman
AHU Technologies Inc, Washington, District of Columbia, us, 20022
Job Description:
Short Description:
6 years of experience. Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tablets and mobile phones. Onsite and will need to be comfortable with getting around DC. Complete Description: Responsibilities:
Provides support for the implementation, configuration, deployment and support of systems, including, but not limited to client computing devices and servers. Creates, analyzes, reports, converts, or transfers data, using specialized applications or web-based platforms. Accurately tracks all service requests, incidents and change requests in client ITSM platform. Provides desktop support both remote and/or deskside using client designated tools for technical support. Demonstrates strong communication skills both written and verbal. Resolves technical issues and closes out assigned service/incidents requests within the agency's Service Level Agreements. Adheres to all Enterprise-wide security policies related to security and integrity of District owned Resources. Provides assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools. Logs and routes service requests and incidents in an incident management system. Provides a high level of customer service to end users on a daily basis. Provides technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications. Troubleshoots issues related to agency specific applications and web applications. Provides technical support for mobile devices, such as iPads, iPhones, Android devices and tablets. Collaborates with the IT leadership team to test and implement cost effective technology for District. Maintains service level agreements related to Desk Side support Service/Incident requests. Works with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents. Minimum Education/Certification Requirements:
CompTIA A+ or equivalent or higher. Skills Matrix:
Bachelor's degree in IT or related field or equivalent experience such as CompTIA A+. Required 10 Years Installs and configures computer devices such as Windows and Apple desktop endpoints as well as tablets. Required 6 Years Accurately tracks all service requests, incidents and change requests in ITSM platform. Required 6 Years Provides desktop support both remote and/or deskside using designated tools for technical support. Required 6 Years Works closely with engineers, developers to troubleshoot issues that impact desktop, network and application layers operations. Required 3 Years Strong Customer Service Skills. Required 4 Years Experience providing administrative support in an IT environment. Required 4 Years Proficient time management skills and detail-oriented organizational skills. Required 4 Years Comprehensive knowledge of Office 365 services to include: Sharepoint, OneDrive, OneNote, Teams. Required 3 Years Must be open to cross-training and have flexibility in duties as assigned. Required Expertise in troubleshooting hardware related issues. Required 4 Years Expertise in troubleshooting complex software related issues. Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 4 Years Skilled with Active Directory. Required 2 Years
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6 years of experience. Installs and configures computer devices such as Windows and Apple desktop endpoints, Windows and Apple laptop endpoints, Windows and Apple Tablets and mobile phones. Onsite and will need to be comfortable with getting around DC. Complete Description: Responsibilities:
Provides support for the implementation, configuration, deployment and support of systems, including, but not limited to client computing devices and servers. Creates, analyzes, reports, converts, or transfers data, using specialized applications or web-based platforms. Accurately tracks all service requests, incidents and change requests in client ITSM platform. Provides desktop support both remote and/or deskside using client designated tools for technical support. Demonstrates strong communication skills both written and verbal. Resolves technical issues and closes out assigned service/incidents requests within the agency's Service Level Agreements. Adheres to all Enterprise-wide security policies related to security and integrity of District owned Resources. Provides assistance with installation, operation, and maintenance of District-owned desktop software, including operating systems (both Windows and Apple), off-the-shelf products (e.g. Microsoft Office, Project, Visio, Outlook) and endpoint management tools. Logs and routes service requests and incidents in an incident management system. Provides a high level of customer service to end users on a daily basis. Provides technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications. Troubleshoots issues related to agency specific applications and web applications. Provides technical support for mobile devices, such as iPads, iPhones, Android devices and tablets. Collaborates with the IT leadership team to test and implement cost effective technology for District. Maintains service level agreements related to Desk Side support Service/Incident requests. Works with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents. Minimum Education/Certification Requirements:
CompTIA A+ or equivalent or higher. Skills Matrix:
Bachelor's degree in IT or related field or equivalent experience such as CompTIA A+. Required 10 Years Installs and configures computer devices such as Windows and Apple desktop endpoints as well as tablets. Required 6 Years Accurately tracks all service requests, incidents and change requests in ITSM platform. Required 6 Years Provides desktop support both remote and/or deskside using designated tools for technical support. Required 6 Years Works closely with engineers, developers to troubleshoot issues that impact desktop, network and application layers operations. Required 3 Years Strong Customer Service Skills. Required 4 Years Experience providing administrative support in an IT environment. Required 4 Years Proficient time management skills and detail-oriented organizational skills. Required 4 Years Comprehensive knowledge of Office 365 services to include: Sharepoint, OneDrive, OneNote, Teams. Required 3 Years Must be open to cross-training and have flexibility in duties as assigned. Required Expertise in troubleshooting hardware related issues. Required 4 Years Expertise in troubleshooting complex software related issues. Required 3 Years Can demonstrate experience making nontechnical users comfortable with complex technology concepts. Required 4 Years Skilled with Active Directory. Required 2 Years
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