AHU Technologies Inc
5Yrs Deskside Support Specialist
AHU Technologies Inc, Washington, District of Columbia, us, 20022
Role:
Deskside Support Specialist Client:
DC Government Location:
Washington DC (onsite) Job Description: CompTIA A+ or equivalent or higher Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements. Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned resources. Provide 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. Log and route service requests and incidents in an incident management system. Provide a high level of customer service to end users daily. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, and other related Microsoft applications. Troubleshoot issues related to agency-specific applications and web applications. Provide technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets. Collaborate with the IT leadership team to test and implement cost-effective technology for the District. Maintain service level agreements related to Desk Side support Service/Incident requests. Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents. CONTRACT JOB DESCRIPTION Responsibilities: Respond to and diagnose problems through discussion with users. Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. Supervise the operation of the help desk and serve as the focal point for customer concerns. Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, emails, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Provide second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Experience: Bachelor’s degree in IT or related field: 4 years (Preferred) Installs and configures computer devices: 6 years (Preferred) Tracks all service requests, incidents, and change requests in ITSM: 6 years (Preferred) Provides desktop support both remote and/or deskside: 6 years (Preferred) Works closely with engineers and developers to troubleshoot: 3 years (Preferred) Strong Customer Service Skills: 4 years (Preferred) Provides administrative support in an IT environment: 4 years (Preferred) Proficient time management skills: 4 years (Preferred) Knowledge of Office 365 services: 3 years (Preferred) Open to cross-training & flexible in duties as assigned: 2 years (Preferred) Troubleshooting hardware-related issues: 4 years (Preferred) Troubleshooting complex software-related issues: 3 years (Preferred) Can demonstrate making non-technical users comfortable: 4 years (Preferred) Skilled with Active Directory: 2 years (Preferred)
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Deskside Support Specialist Client:
DC Government Location:
Washington DC (onsite) Job Description: CompTIA A+ or equivalent or higher Resolve technical issues and close out assigned Service/Incident requests within the agency's Service Level Agreements. Adhere to all Enterprise-wide security policies related to the security and integrity of District-owned resources. Provide 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. Log and route service requests and incidents in an incident management system. Provide a high level of customer service to end users daily. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, and other related Microsoft applications. Troubleshoot issues related to agency-specific applications and web applications. Provide technical support for mobile devices, such as iPads, iPhones, Android devices, and tablets. Collaborate with the IT leadership team to test and implement cost-effective technology for the District. Maintain service level agreements related to Desk Side support Service/Incident requests. Work with other technical teams to coordinate multi-tiered technical support for outages and widespread security incidents. CONTRACT JOB DESCRIPTION Responsibilities: Respond to and diagnose problems through discussion with users. Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. Supervise the operation of the help desk and serve as the focal point for customer concerns. Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, emails, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Provide second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulate or recreate user problems to resolve operating difficulties. Recommend systems modifications to reduce user problems. Experience: Bachelor’s degree in IT or related field: 4 years (Preferred) Installs and configures computer devices: 6 years (Preferred) Tracks all service requests, incidents, and change requests in ITSM: 6 years (Preferred) Provides desktop support both remote and/or deskside: 6 years (Preferred) Works closely with engineers and developers to troubleshoot: 3 years (Preferred) Strong Customer Service Skills: 4 years (Preferred) Provides administrative support in an IT environment: 4 years (Preferred) Proficient time management skills: 4 years (Preferred) Knowledge of Office 365 services: 3 years (Preferred) Open to cross-training & flexible in duties as assigned: 2 years (Preferred) Troubleshooting hardware-related issues: 4 years (Preferred) Troubleshooting complex software-related issues: 3 years (Preferred) Can demonstrate making non-technical users comfortable: 4 years (Preferred) Skilled with Active Directory: 2 years (Preferred)
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