What are the responsibilities and job description for the Help Desk Support position at AKYTECH CONSULTING LLC?
Job Title: Device Management Team Lead
Job Type: Full-time
Location: Fully on-site in Washington, DC
Description:
The Device Management Team Member supports a federal government agency's IT infrastructure, ensuring smooth operations and exceptional service delivery. Candidates should be familiar with the ITIL framework, and incident management, and provide white-glove service. This role requires a customer-focused attitude, adaptability, and the ability to contribute to service excellence in a fast-paced environment.
Key Responsibilities:
- Assist in the day-to-day activities of device management, prioritizing and resolving reported issues using best practices and ticketing systems.
- Communicate effectively with team members and management regarding device management activities and issues.
- Research hardware/software to identify trends, updates, and security risks.
- Assist in managing laptop/desktop images, updates, and software deployments.
- Ensure quality control on critical and high-priority tickets.
- Help document and update standard operating procedures (SOP) for issue resolution.
- Assist with the installation and configuration of software across hardware platforms.
- Collaborate with team members on processes and new technologies.
Requirements:
- 3 years of relevant IT experience.
- Familiarity with desktop support or device management is preferred.
- A Certification or equivalent experience
- Strong customer service and problem-solving skills.
- Basic understanding of computer hardware, operating systems, and troubleshooting for various desktop/laptop models.
- Proficient in iOS and Windows troubleshooting, including Apple iPhones and tablets.
- Familiarity with ServiceNow, Active Directory, SCCM/Azure, Office 365, basic AV skills, and Power BI including experience with building decks.
Desired Skills & Qualifications:
- Good communication skills with the ability to interact with team members and management.
- Professional demeanor and strong follow-through.
- Initiative and ability to work independently.
- Effective multitasking and time management abilities.
- Flexibility to switch between tasks as needed.
Additional Information:
- Candidates must be authorized to work in the US and will undergo a comprehensive background check.
- Public Trust background investigations may take four to eight weeks and include fingerprinting.
Job Types: Full-time, Contract
Pay: $55,000.00 - $68,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Do you have Public Trust Clearance?
- Do you have working experience with any department of Department of Commerce?
Experience:
- Customer service: 3 years (Required)
License/Certification:
- CompTIA A (Required)
Ability to Commute:
- Washington, DC 20230 (Required)
Work Location: In person
Salary : $55,000 - $68,000
