InterSources
Helpdesk Specialist
InterSources, Washington, District of Columbia, us, 20022
Helpdesk SpecialistAddress: Washington, DC 2000112 Months Contract / Full Time Position
Technical Skills:
Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows 7 & 10; Adobe acrobat; Microsoft office 365, SQL server, OracleHardware: Experience assembling and disassembling PCs, Dell desktops & laptops; troubleshooting, diagnosing and repairing Tier 1 and Tier 2 PC issues, installing and configuring software, troubleshooting networks.Responsibilities:
Provide support to users through email, phone, Remedy ticketing system, walk-ins and offsite service.Responsible to work with OCTO to create new accounts and de- provision old ones and Maintain the Active DirectoryProvide support to users with issues relating to all equipment: PC's, printers, scanners, tablets, phonesTroubleshoot and resolve hardware, software, and network issuesTroubleshoot issues in PASS application and Analyze the data.Creates reports for diagnostics of database access and reliability.Responsible for on-boarding the new hire for IT related tasks, such as AccountProvides ad hoc and one on one training to provide guidance and advise staff transfer/creations, configure PC, workstation setup, collaborating with other teamsWorks with OCP staff to improve automation and day to day processes and workflowServes as technical expert for OCP as required for IT and PASS systemsTroubleshoot, diagnosing and repairing Tier 2 PC issuesGeneralizes, diagnoses, and correct database issues and problemsStays abreast of new developments, web applications and technologyReviews supplier/vendor e-form maintenance prior to submission to ARIBA.Assembled/disassembled IT workstationsInstalling and configuring softwareComputer imaging, software and hardware and software package installation; installation of computersProvide support for Microsoft Windows and Office products.Assisting with the creation and maintenance of a set of technology "best-practices"Directly working with the Office of the Chief Technology Office (OCTO) to ensure issues are resolved.Responsible for Desktop\Laptop migrationResponds to and diagnoses problems through discussion with users.Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.Supervises operation of help desk and serves as focal point for customer concerns.Provides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Documents, tracks, and monitors the problem to ensure a timely resolution.Provides 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.Simulates or recreates user problems to resolve operating difficulties.Recommends systems modifications to reduce user problems.Minimum Education/Certification Requirements:
Bachelor's degree in information technology or related field or equivalent experienceSkill
Required No. of Years
Actual Years of Experience
16+ yrs diagnosing and resolving end user computer/computer peripherals problems 16 16+ yrs providing second-tier support to end users, server, or mainframe apps/hardware 16 16+ yrs documenting, tracking and monitoring end user, server, or mainframe apps/hardware problems 16 SQL server or Oracle database experience Optional Experience in helpdesk/Desktop Technician 16 Experience in Tier-2 support to users 6 Experience in Windows 10, 7, MS OFFICE and other instructional technologies 11 Previous work experience supporting DC OCP 4About Us:InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering
Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services,
etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a
Google Cloud partner
company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.
Technical Skills:
Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows 7 & 10; Adobe acrobat; Microsoft office 365, SQL server, OracleHardware: Experience assembling and disassembling PCs, Dell desktops & laptops; troubleshooting, diagnosing and repairing Tier 1 and Tier 2 PC issues, installing and configuring software, troubleshooting networks.Responsibilities:
Provide support to users through email, phone, Remedy ticketing system, walk-ins and offsite service.Responsible to work with OCTO to create new accounts and de- provision old ones and Maintain the Active DirectoryProvide support to users with issues relating to all equipment: PC's, printers, scanners, tablets, phonesTroubleshoot and resolve hardware, software, and network issuesTroubleshoot issues in PASS application and Analyze the data.Creates reports for diagnostics of database access and reliability.Responsible for on-boarding the new hire for IT related tasks, such as AccountProvides ad hoc and one on one training to provide guidance and advise staff transfer/creations, configure PC, workstation setup, collaborating with other teamsWorks with OCP staff to improve automation and day to day processes and workflowServes as technical expert for OCP as required for IT and PASS systemsTroubleshoot, diagnosing and repairing Tier 2 PC issuesGeneralizes, diagnoses, and correct database issues and problemsStays abreast of new developments, web applications and technologyReviews supplier/vendor e-form maintenance prior to submission to ARIBA.Assembled/disassembled IT workstationsInstalling and configuring softwareComputer imaging, software and hardware and software package installation; installation of computersProvide support for Microsoft Windows and Office products.Assisting with the creation and maintenance of a set of technology "best-practices"Directly working with the Office of the Chief Technology Office (OCTO) to ensure issues are resolved.Responsible for Desktop\Laptop migrationResponds to and diagnoses problems through discussion with users.Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.Supervises operation of help desk and serves as focal point for customer concerns.Provides support to end users on a variety of issues.Identifies, researches, and resolves technical problems.Responds to telephone calls, email and personnel requests for technical support.Documents, tracks, and monitors the problem to ensure a timely resolution.Provides 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.Simulates or recreates user problems to resolve operating difficulties.Recommends systems modifications to reduce user problems.Minimum Education/Certification Requirements:
Bachelor's degree in information technology or related field or equivalent experienceSkill
Required No. of Years
Actual Years of Experience
16+ yrs diagnosing and resolving end user computer/computer peripherals problems 16 16+ yrs providing second-tier support to end users, server, or mainframe apps/hardware 16 16+ yrs documenting, tracking and monitoring end user, server, or mainframe apps/hardware problems 16 SQL server or Oracle database experience Optional Experience in helpdesk/Desktop Technician 16 Experience in Tier-2 support to users 6 Experience in Windows 10, 7, MS OFFICE and other instructional technologies 11 Previous work experience supporting DC OCP 4About Us:InterSources Inc , a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering
Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services,
etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a
Google Cloud partner
company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.