What are the responsibilities and job description for the Service Desk Technician with Min 3yrs Exp (Webcam Interview)(HYBRID_Washington DC) position at Advanced American Technologies, Inc?
Job Details
We are looking Service Desk Technician (Min 3 years of exp) HYBRID (Webcam interviews)
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions: 1
Length: 9-21 Months
Location: Washington DC 20004
Immediate interviews Webcam interviews ONLY
A013 - Service Desk Technician - Journeyman
Hybrid position - will require on-site reporting to office
Hybrid position - will require on-site reporting to office
The Service Desk Technician Journeyman provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.
Duties &Responsibilities:
- Respond to service requests and service incidents reported by staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
- Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
- Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
- Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
- Interact with network team and application development teams to restore services and/or identify and correct issues.
- Simulate or re-create user problems to resolve incidents.
- Recommend system modifications to reduce user problems and service incidents.
Qualifications
Required Experience: At least three (3) years of experience in the following:
- Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
- Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
- Configuring, imaging ,and deploying Windows based laptops, printers, and desktop assets;
- Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
- CompTIA A certified
Preferred Experience: At least three (3) years of experience in the following:
- Endpoint protection and management tools such as CiscoAMP, Absolute, or HP SureClick;
- IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
| Experience with Business workflow processes | Required / Desired | Amount | of Experience |
| Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; | Required | 3 | Years |
| Providing help desk support for iOS devices, iOS-based applications, and iCloud account management; | Required | 3 | Years |
| Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets; | Required | 3 | Years |
| Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix. | Required | 3 | Years |
| CompTIA A Certified | Required | 0 | |
| Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick; | Desired | 3 | Years |
| IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix. | Desired | 3 | Years |
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
