Helpdesk Specialist
Washington, DC
SUMMARY:
Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers' technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. As a Veteran-Friendly employer, we are proudly partnered with the Virginia Values Veterans (V3) Program, and a recipient of the HIRE Vets Gold Medallion Award, which recognizes our commitment to recruiting our nation's Veterans. Recognized on the Inc. 5000 list of America's fastest growing companies in 2020 & 2021 and named as one of the 2022 Best Places to Work in Virginia, we are always looking to hire top talent in the field - come join us today!
The Help Desk Specialist will use available communications channels, tools, and remote connection resources or proximity visits, as appropriate, to troubleshoot and resolve client incidents and problems, closing related requests. They will ensure prompt, accurate status, and feedback to end users and relevant management. The Help Desk Specialist will escalate service requests promptly to appropriate subject matter experts when necessary.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
- Serves as a member of an enterprise Information Technology Help Desk staff providing full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting, resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets.
- Serves as a highly visible primary point of contact for all customer issues and queries, providing a high level of professionalism and a customer service-oriented approach to client relationship cultivation.
- Uses listening, communications, and technical skills to meet customer requests and resolve customer or service issues.
- Perform problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes.
- Provide one-on-one deskside support (e.g., end user support, basic end user training, asset management, high profile customers).
- Provide basic support for audio/visual (A/V) and escalate break/fix of monitors and web cams in conference rooms.
- Provide support for Microsoft Teams as well as end user requests regarding teleconferencing, monitors, and web cams for individual devices.
- Provide basic support for voice over IP (VoIP) telephones tied to Microsoft applications.
- Perform basic photocopier support (e.g., paper jams, simple operating malfunctions, and end user operating assistance such as faxing, printing, and optical character recognition (OCR) scanning).
- Coordinate and manage installation, configuration, and removal of standard software and images on authorized hardware.
- Support the relocation of employees and authorized contractor personnel during scheduled office moves and business unit reorganizations.
- Mobile device and remote access support includes technologies such as laptops, cell phones, security tokens, Wi-Fi, Bluetooth, hotspot, and VPN.
- Provide statistical data or analysis relative to IT asset management, Help Desk tickets, software management, access control management, and IT support services
- Train users on how to handle basic tasks; provide basic orientation explain how to do what it is the user needs to do or how to use a feature of a particular product or service.
- Perform new employee/contractor orientation to include issuing the new end user their authorized IT assets and provide an introduction, instruction, and reference materials to the new end users on IT products/services.
- Participation in after-hours on-call support on a rotating basis.
- Participation in a rotating schedule that moves between on-site and remote as well as between the hours of 7 am and 6 pm local.
- Participate in recurring meetings and provide data documentation for those meetings.
EDUCATION, EXPERIENCE, & REQUIREMENTS:
- Bachelor's Degree and Two (2) years of relevant experience OR Associates Degree with four (4) years of relevant experience OR no degree and six (6) years of relevant experience.
- US Citizenship with the ability to obtain and maintain a high-level Public Trust clearance in support of a government agency required.
- 2 years' experience in a helpdesk or technical support role.
- Must possess strong communication skills to explain technical situations, present information, and provide training across various skill levels, as well as strong written communication skills to create and maintain help desk related documentation.
- Demonstrable experience supporting, Wi-Fi access issues, Windows 10 and Windows 11 operating systems, iPhones and VoIP desk phones as well as Microsoft M365.
- Familiarity with tools such as Windows Active Directory Users and Computers, MS System Center Configuration Manage Includes Operating System Deployment (SCCM).
- Thorough knowledge and understanding of desktop PC management, hard disk management, imaging, data recovery, diagnostic tools, utilities and anti-virus tools.
- Experience with Microsoft Active Directory Services and Microsoft SharePoint Services.
- Working knowledge of installing new hardware (ie. PCs, MFPs, printers, scanners).
- Working knowledge of remote access software.
- Industry Service Desk certification (ITIL, A . MCSE, MCP) preferred.
Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.
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