Technical Support Specialist

Description:

The Information Technology (IT) organization provides technology services for clients both inside and external. IT maintains three professional-grade data and hosting centers that are supported by a team of engineers monitoring the continuous operations of the network, including servers, security, and applications. Internally, IT provides a wide variety of services that include electronic mail, collaboration, networking, business-specific data base applications, and technical support for applications and web-site developers. Externally, IT delivers web hosting services with rigorous security requirements that satisfy industry standards. We are currently seeking a Temp IT Service Delivery Assistant to join our Information Technology team in our Washington, DC, Rockville, or Arlington office working as a member of the IT Service Desk team.

Responsibilities:

•Assist with providing end user IT support including, but not limited to technology deployment, hardware and software troubleshooting, root cause analysis, and asset inventory management.

•Continually learn and grow skillset

•Work on projects such as device rollouts, software deployments, and computer system imaging.

•Record and track requests and incidents in client's service management system (BMC Footprints).

•Provide mobile device deployment and support. Activities include end user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution

•Assist infrastructure teams (LAN, WAN, Telephony) where local hands-on activities are required.

•Assist with providing one-on-one and group training for peers and customers. This would include IT Onboarding, trainings on new technologies, hardware/software and process changes. Maintain and grow knowledge of relevant technologies, products, services, and best practices to provide technically accurate, appropriate and creative service solutions for employees.

•Follow established AIR processes and procedures while continually making suggestions to improve efficiency and effectiveness.

•Perform all other duties and responsibilities as assigned to meet client's changing business needs.

Qualifications:

•Bachelor’s degree in Information Technology, Computer Science, or related field, and at least 1+ years of relevant experience preferred; technical certifications desired. A bachelors in IT, or an associates with technical certifications, or technical certifications plus 2-3 years of directly relevant work experience are all fine for this position.

•Hands-on skills with Microsoft Windows and Apple platforms.

•Strong written and verbal communication skills. Accurate and thorough documentation skills are essential.

•Professional work experience troubleshooting skills of computers, Microsoft Operating Systems (including Windows 7 & 10, Windows Server basics), OSX, networking (TCP/IP), and various PC end-user applications (MS Office, electronic mail, Terminal Services, VPN’s, etc.).

•Demonstrated passion for the IT profession, expanding knowledge and skills, and providing service to customers.

•Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.

•Experience supporting Audio/Video conferencing equipment and telephony equipment.

•Quick learner, proactive individual with the ability to work in a dynamic, fast-changing environment

Skills:

Office 365, Help desk, Support, Technical support, Help desk support, Troubleshooting, Application support, Password reset, Imaging, mac, Bomgar, Remote Support, Skype For Business, Active Directory, Vpn, Cisco Anyconnect, Windows 10, Troubleshooting Windows, Sccm, Ticketing System, Customer Service

Top Skills Details:

Office 365,Help desk,Support,Technical support,Help desk support,Troubleshooting,Application support,Password reset,Imaging,mac

Additional Skills & Qualifications:

Nice to have (Technical):

-Mobile device support with iPhone

-Troubleshooting experience with Windows Server, SQL Server, Exchange

-Use SCCM to migrate devices and to configure the windows for different departments

Non technical skills:

Need someone who is friendly, patient, great customer service skills, could be assisting a user over the phone for an hour and needs to be patient.

-Have basic understanding of how things work and why things don’t work sometimes. The basic concept behind it.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:  

§  Medical, dental & vision  

§  Critical Illness, Accident, and Hospital  

§  401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available  

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents)  

§  Short and long-term disability  

§  Health Spending Account (HSA)  

§  Transportation benefits  

§  Employee Assistance Program  

§  Time Off/Leave (PTO, Vacation or Sick Leave)  

Experience Level:

2-3 years