IT Help Desk Specialist

Bailey Systems is a growing IT company servicing the Metropolitan Area (www.baileysystems.net). We are seeking an experienced Help Desk Technician to join our team.

Bailey Systems has a need for Help Desk Technician to join the technology team in assisting our clients in the DC area. The Help Desk Technician is the central point of contact for all IT related incidents and service requests. The role of the Help Desk Technician is responsible for maintaining computing and printing environments by providing onsite and remote hardware and software system support.

The Help Desk Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. This individual will provide hardware diagnostics and repair on laptops, printers, and server equipment for field sites/offices. Some travel is required. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person and self-service.

The position involves the following essential functions:

• Assists field personnel with technical issues related to, but not limited to, field sites/offices
• Install, support, and maintain operating systems and applications for Windows, OSX, iOS, and Android platforms, both locally and remotely, including engineering and provisioning, operations and support, maintenance, and research & development to ensure continual innovation.
• Handles network configurations, and determines hardware or software requirements related to field sites
• Diagnose hardware and software issues across a wide range of software applications and replace defective component(s) when necessary
• Coordinates and collaborates with IT staff on projects, tasks, and day-to-day activities
• Perform related duties as assigned by supervisor
• Maintains compliance with all company policies and procedures
• To assist clients with any logged IT related incident
• To accurately record, update and document requests using the IT service desk system
• Maintain excellent verbal and written communication skills effectively with technical and non-technical colleagues at all levels in the organization
• Maintain a World Class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Exhibit a flexible approach while maintaining a highly motivated team player and the ability to manage changing priorities
• Create, maintain, and publish relevant support documentation to assist all users in the quick resolution of their incidents and service requests, enabling them to become more self-efficient
• Taking on other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

KNOWLEDGE/SKILLS:

• At least 1-3 years of previous experience of hands-on support.
• Excellent communication and customer service skills a must.
• In-depth knowledge required: PC hardware support, Windows and Mac OS, Office suite.
• Must be able to prioritize.
• Strong troubleshooting skills required.
• Ability to learn new software and systems rapidly a must.
• Prior experience in supporting software and Windows-based hardware.
• Must have a solid working knowledge of Microsoft products and networks. Works well autonomously and in a team-oriented environment.
• Strong ability to multi-task and communicate effectively with other departments.
• Good attention to detail and the ability to show initiative.
• Ability to plan and prioritize workload with little or no supervision. Ability to prioritize, manage and perform under pressure to meet SLA's.

Working Conditions:

Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice. While a lot of this position will be performed remotely, some work will be required on-site at client locations, as needed, throughout the Northern VA/DC metro area

Job Type: Full-time

Pay: From $60,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• IT support: 2 years (Preferred)

Work Location: In person

Salary : $60,000