Help Desk Technician

3 weeks ago


Arlington, United States Managed Staffing, Inc. Full time

Job title: Help Desk Specialist

Location: 22203, Arlington, Virginia, United States


Provide technical support via phone, email, and in-person.

• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.

• Set up and configure in-person and virtual meetings.

• Utilize ServiceNow ticketing system to log, track, and prioritize support requests.

• Install, configure, and maintain various software.

• Assist users with password resets, account set ups, and access permissions.

• Collaborate with other IT teams to resolve complex issues.

• Maintain documentation of procedures, configurations, and troubleshooting steps.

• Stay up to date on the latest technological advances.

Requirements:

• Relevant certifications, including Microsoft, Amazon, and CompTIA.

• Proficiency with ServiceNow and similar ticketing systems.

• Strong knowledge of Windows 10, Windows 11, Mac, Linux, and other operating systems.

• Strong knowledge of mobile devices, including Android and Apple.

• Strong knowledge of AV equipment, including projectors and mixers (this is a nice to have).

• Excellent communication and customer service skills.

• Ability to self-educate, using the internet, on technical scenarios that you have not experienced

• Strong problem-solving and analytical skills.

Responsibilities:

JOB DUTIES AND RESPONSIBILITIES

• Respond to customer support requests.

• Maintain professional customer service to clients.

• Providing Tier I level support of Ricoh products and services, including but not limited to:

- Operating system functionality

- Software installation and troubleshooting

- VoIP configuration and support

- E-mail configuration and support

- Mobile Device Management

- Malware/virus detection and removal

- Workstation and peripheral diagnostics and support

- Single user network access and troubleshooting

• Escalate customer issues through the proper channels.

• Open and manage cases according to defined severities and case priorities

• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing

system.

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