Position: Service Desk
DEC 19, 2018
We have an opening for two Service Desk Technicians (Tier I/II) to work in the Federal Sector supporting a Federal Contract. This role requires prior experience supporting Service Desk and Desktop Support operations. Will be supporting approximately 1000 end-users operating in a mixed Windows Desktop thick and thin client environment.
Support with include, but not limited to:
Diagnose, troubleshoot and resolve Microsoft Windows (Windows 7 & 10) hardware and software problems.
Install and configure new PC hardware and software on desktops and peripherals such as printers, external drives and other related hardware.
Develop, prepare, ests and deploy hard drive images and be capable of supporting users in a virtual desktop environment.
Supervises operation of Service Desk and serves as central point of contact for all customer concerns.
Develop, document and effectively communicate job processes, procedures and techniques.
Responds to and diagnoses problems through discussion with users;
Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
Interact professionally with clients exhibiting strong customer service skills.
Provides support to end users on a variety of issues.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the incident/problem/task to ensure a timely resolution.
Provides first and second‐tier support to end users for either PC, operating system or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Clearly communicate technical concepts to non-technical staff and customers.
Recommends systems modifications to reduce user problems.
Experience with ticketing system such as BMC Footprints to create and close tickets
Be able to create documentation such as job aids and SOP’s
ITIL Foundations experience such as incident and problem management
Work with Tier III support team to resolve incidents/problems
Any relevant Solarwinds experience is a plus
ITIL v3 Foundations Certification
Windows Active Directory Experience
US Citizen and Top Secret with SCI Eligibility Required
Scott Staib, Senior Recruiter