Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support) Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem. Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies. ... more details
Title: Help Desk Technical Support
Shift: First Shift
Clearance: Top Secret
Location: Washington, DC
Technical Knowledge, Skills and Responsibilities:
- Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support)
- Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
- Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
- Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
- Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
- Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
- Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers on a regular basis to discuss activities, solutions, and recommendations for improvement.
- Performs other duties, as required.
- Required Qualifications
- Education and Experience:
- Windows and Office experience
- Active Directory maintenance and Exchange 2007 & 2010
- PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
- Client PC connectivity - ethernet, TCP/IP and VPN
- File server knowledge
- Strong customer service and troubleshooting skills
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- 2 years+ experience working in a Windows environment
- Bachelor’s Degree in an IT-related field
Basic Qualifications:
- Motivated, with high integrity, honesty and ethics
- Ability to obtain a Top Secret Clearance (US Citizenship required)
- Must have effective communication skills to ensure the customers and solution team(s) are aware of any changes, issues, or needs
- Strong work ethic, energetic, motivated to complete tasks in a timely manner, possess an attitude of commitment to the mission, and clear accountability
- Translates technical terminology into common business language to ensure understanding by all stakeholders
- Maintains relationships with appropriate technology partners (internal and external) in developing, deploying, and supporting technical solutions, if necessary
- Encourages teamwork and performance toward business goals and objectives
- Exhibits strong professionalism and reacts well under pressure and stressful circumstances
- Proven ability to make and implement difficult decisions while respecting the needs and ideas of our clients, partners and team members
- Exercises sound judgment in decision making
- Driven by performance, success of the client and the delivery of results
- Comfortable in a fast-paced, complex and sometimes ambiguous environment
- Must be visible to customer and bring value and confidence to customer relationships
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At Improvix Technologies, Inc. we understand the importance of secure and reliable IT solutions. To this end, our stellar track record highlights our consistent delivery of cost-effective, strongly-secure, and highly-integrated IT solutions that exceed customers’ expectations and enhance the Government’s technology landscape. We invite you to join our dynamic organization serving federal and corporate clients. Improvix Technologies offers competitive salaries and a comprehensive benefits package to provide our employees with financial and health protection and advantages they deserve. Our benefits include 401K matching, life insurance, up to four weeks of paid annual leave, transit and training compensation, health, dental and vision benefits.
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Improvix Technologies, Inc.is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sexual orientation, religion, age, national origin, disability status or any other class protected by law. U.S. Citizenship is required for most positions.
