Mid Level IT Help Desk

Role: Mid Level IT Help Desk

Duration: 1 Year

Location: Washington, DC (Hybrid 4 times within a month)

Pay: DOE

Experience:

• At least seven years of overall IT experience, including a minimum of five years of experience providing general help desk support with working knowledge of opening and maintaining help desk cases using IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar.
• At least two years experience in desktop/laptop troubleshooting and IT systems monitoring or operations support.
• At least two years supporting UNIX/Linux.
• At least five years supporting Microsoft Windows 10 and 11, Microsoft Office (2016 and O365), and Microsoft Outlook.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Knowledge of iPhone or similar smart phone enterprise support.
• Strong multi-tasking skills and demonstrated analytical and problem-solving skills.
• Excellent written and oral communications are required as this position will interface with customers in-person, telephone, Teams chat messages, and ticketing system. Ability to accurately summarize and document customer interactions is required.
• Must be able to work with technical and non-technical staff at various levels of the organization.
• Familiar with maintaining documentation and communication via Microsoft Office solutions such as Teams, SharePoint, Excel, Word, and Outlook.
• Advanced skills in Excel are a plus.
• Ability to troubleshoot and diagnose PC hardware.
• Ability to work independently and within a team.

Desired Technical and Professional Experience:

• BS/BA in Information Systems, Computer Science, or related field
• HDI or SDI Certification
• ITIL Certification
• Linux OS experience

General Responsibilities:

• Diagnose and troubleshoot general desktop support inquires (i.e., resolving problems with software, hardware, configurations, etc.), including laptop, workstations, and peripherals.
• Research, resolve, and respond to customer inquiries received by phone, email, and chat in a timely manner.
• Follow up with customers to confirm issue resolution and satisfaction.
• Write concise summaries of customer interactions that are accurate, thorough, and timely.
• Set up onsite workspaces with laptop, monitors, and peripherals.
• Acquire and maintain understanding of organizational policies and procedures to ensure accurate solutions are delivered to customers.
• Demonstrate commitment to quality and customer service.