What are the responsibilities and job description for the Desktop Support Specialist position at US Tech Solutions?
Duration: 6 Months with Possible extension
Job Description:
Tech Solutions (ITSTS) prides itself on enabling and delivering IT support to client staff whose global mandate is to help reduce extreme poverty and promote shared prosperity. This includes providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including IT support and troubleshooting of World Bank provisioned hardware, software, and applications; client IT training and outreach; direct desk side and remote support; virtual meeting support; and configuration and provisioning of standard devices. For the Washington, DC campus, Tier 2 local IT Support (ITSR3) is organized by building/location. We engage directly with the business and leverage ServiceNow for incidents and requests to deliver timely, best-in class support to our end-user community. With an annual satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that ITSR3 contractors must fulfill are:
Provide technical support to client-managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of Client-standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.
Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.
Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.
Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.
Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
Provide support to M365 applications (Outlook, Office, OneDrive, Teams, etc.)
Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.
Attend to issues with owned and personal mobile devices (iOS and Android) which are connected to corporate systems.
Experience:
Industry certifications such as A recommended Required Skills/Abilities:
Excellent verbal and written communication skills
Excellent customer service skills
Advanced skills in supporting Windows computers and Apple mobile devices.
Advanced skills in supporting Microsoft suite products, e.g. Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.
Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.
Education:
Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Recruiter Details:
Name: Pooja Rani
Email: pooja.r@ustechsolutionsinc.com
Internal Id: 25-30008
Salary : $25 - $28
