IT Field Service Support Specialist

Job Description:

Work with end-users of software and computer systems to provide technical support and assistance for their software, hardware, or technical problems including connection, slow performance, inability to access data, or inefficient programs. Walk customers through software installation. Write and send technical documentation to end-users. Test new hardware and make recommendations for hardware changes as needed.

Escalate intricate support cases to higher support levels or to applications owners. Remotely take over the control of a user's computer if needed to resolve an issue. Provide technical support to by managing, maintaining, and troubleshooting the IT systems and communicate with co-workers to diagnose problems. Prioritize a workload to ensure that the most critical issues are resolved first and document standard support procedures that co-workers may follow.

Responsibilities:

• Experienced in providing professional and courteous customer service including C Level white glove support.
• Provide White gloves services to VIP when requested.
• Excellent verbal and written communication skills
• Knowledge of Windows 10, Windows 11 operating systems, hardware and networking, data migration
• Break/Fix Laptop and Desktop, Monitors, and accessories from Lenovo a plus.
• Coordinate customer upgrades, track computers repair history.
• Experience with ServiceNow, Office 365.
• Excellent problem-solving and critical thinking skills.
• Able to work in a team as well as independently.
• Able to follow processes and learn new ones.
• Adhere to strict SLA (Service Level Agreements).
• Ensure adherence to industry and government standards while identifying exceptions.
• Able to lift 20 lbs.
• Assist end-users to identify their individual goals and interests.
• Serve as backup for the SNOW ticketing and scheduler when needed.
• Lead junior team members.
• Create or enhance documentation throughout the support process as needed.
• Prioritize work and complete assignments in a timely manner.
• Help order supplies used in the daily work, when needed.
• Prepare and monitor assigned tasks.
• Maintain tidiness and stock supplies in common work areas.
• Support security maintenance, including anti-virus software updates and patch management.

Job Qualifications:

• Bachelor's or Graduate's Degree in business or computer science, or equivalent experience.
• Comfortable gathering and disseminating information.
• Computer literacy and attention to detail.
• Can interface with a variety of personalities and rank and file employees.
• Dedicated to problem solving and process analysis.
• Demonstrated leadership skills and able to work in a group or alone.
• Lenovo or Dell laptop/desktop certification.
• A Hardware/Software certification.
• Microsoft Certification.
• Previous experience with ServiceNow.
• Apple IOS.

Job Type: Contract

Pay: $25.00 per hour

Schedule:

• 8 hour shift

Ability to Commute:

• Washington, DC 20032 (Required)

Ability to Relocate:

• Washington, DC 20032: Relocate before starting work (Required)

Work Location: In person

Salary : $25