Job Description
Job Description
Job Description :
Job Title – Technical Service Support(Tier II)
Location – Washington, DC
Duration – 6 Months
Direct client
The client is seeking contractor support for providing Technical Service Support to staff of the client.
The contractor(s) will provide end-user support for technology-related services such as :
- end-user software / hardware troubleshooting
- mobile device ordering, configuration and app installation
- peripheral support, e.g. printers, headphones, USB cameras
- computer / laptop imaging
- computer / laptop disconnect / reconnect
The designated contractors must be able to configure and troubleshoot Commercial off the shelf (COTS) Software PCs, MACs, mobile devices : smartphones, tablets, printers, and multifunction devices. The contractors must possess an intermediate to advanced level of knowledge working with various Windows, MAC, IOS, and Android operating systems software, as well as intermediate foundational knowledge of physical, network and application layers, tools such as the TCP / IP protocol commands for resolving reported issues.
Must be able to interact with executive-level customers and managementPossess excellent customer service skillsAbility to work in a fast-paced environment and meet challenging deadlines.Demonstrated excellent communication skills and telephone mannerism.Strong business / systems analysis experience working closely with users to resolve problems and capture new business requirements.One (1) year minimum experience with MAC OSOne (1) year minimum experience supporting clients using remote access softwareExperience / exposure Cisco AnyConnectOne (1) year minimum experience supporting remote connectivity (VPN)Experience with Remote SEcureID console preferred but not requiredThree (3) years of Active Directory User & Account AdministrationThree (3) years minimum experience in IT Call Center environmentThree (3) years minimum experience with Microsoft Windows 10 and Office 365 applicationsThree (3) years minimum experience supporting Mobile operating systems, i.e. iOS, AndroidExperience with Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred but not required.
Three (3) years minimum experience supporting Microsoft Office365 Pro Plus; SharePoint, and Exchange Online.Five (5) Years' Experience using BMC Remedy Incident, Change or Knowledge Management1-year minimum experience supporting virtual conferencing solutions.Experience with MS Teams, WebEx, and Zoom applications preferred but not required.Be self-motivated to work supervised and unsupervised as needed.Related IT certifications preferred but not required; list those that they may haveRelated College degree preferred but not requiredITIL qualification preferred but not requiredMCP Office 365 Certification preferred but not requiredFive (5) years - an advanced level of knowledge working with various Windows, MAC, iOS, Android operating systems softwareFive (5) years of Active Directory User & Account AdministrationFive (5) years minimum experience with Microsoft Windows and Office 365 applicationsThree (3) years minimum experience supporting clients using remote access softwareThree (3) years minimum experience supporting remote connectivity (VPN)Must be able to physically lift-up to 50 pounds of equipment.CompTIA Certification preferred but not required .Description of Work :
Perform in a Technology Service Desk environment that assists House offices staff on campus primary offices and nationwide state and district offices in installing and using House supported software, including messaging client software, word processors, web browsers, anti-virus software, and HIR-developed applications and remote access RSA SecurID, VPN access.
Must maintain a high degree of customer service for all support calls and adhere to all Quality of Standards.Provide front line phone, Live Chat, and Remote Desktop support, may be required to resolve requests via on-site visit(s).Provide support for application software installation and use.Provide Mobile Device Support, Android, iOS, DevicesAssist in developing user documentation / installation procedures.Assist in providing technical assistance ranging from system information and / or documentation to system configuration and problem resolution.Serve as the clearinghouse for posting "Alert” Notifications via VoiceMail, the House WEB Page, Usenet NewsGroups, and e-mail.Maintain the knowledge base for all House Supported Software and a working knowledge of hardware and communication products.Apt to learn and maintain knowledge of all House support software, Cloud base software products, and HIR Policies.Willing to participate in HIR projects and initiatives for House customers.Serve as a resource for solving user problems requiring an advanced level of technician support.Serve as the technical resource and solution-provider for the Technology Partners.Work closely with other HIR groups to support current technology.Interact with other HIR groups as appropriate to efficiently respond to user requests / problems. Partners with vendors to identify and resolve problems.Confer with senior engineering staff to resolve more complex problems.Perform other official duties as assigned.Able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.Provide Mobile Device Support, Hardware / Software installation and configuration support.Provide support for House offices in installing and using House supported softwareAssist in developing user documentation / installation procedures.Maintain the knowledge base of commonly used end-user software and a working knowledge of hardware products and commonly used accessories, e.g. USB camera's, accessories used for applications like Teams, Skype, etc.Provide consulting support to the House offices.Serve as a resource for solving user problems requiring an advanced level of technical support.Migrate user data upon request.Ability to create and image computers / laptops.Configure workstations to include but not limited to profile information, printer, dual monitors as applicable, etc.Perform other official duties as assigned.Company Description
At Cogent, we are dedicated to pushing the boundaries of our expertise to set new industry standards. Through continuous refinement of our processes and broadening our services to meet evolving needs across industries, we provide effective, future-forward and comprehensive solutions.
Company Description
At Cogent, we are dedicated to pushing the boundaries of our expertise to set new industry standards. Through continuous refinement of our processes and broadening our services to meet evolving needs across industries, we provide effective, future-forward and comprehensive solutions.
