Senior Help Desk

3 weeks ago

McLean, United States Insight Global Full time

Location: McLean, VA – 100% onsite

Length: 6-month contract to hire

Salary: 70k-95k


Job Description

We are looking for a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues on projects and in offices nationwide.


Essential Duties and Responsibilities:

  • Provides an example to the team of handling things in the best way, demonstrating professionalism and pride in a fast-paced challenge-rich working environment.
  • Provide support to employees of all companies and partners with technology issues both remotely and in-person. This includes email, smartphones and iPads, Windows and Apple laptops and desktops, various cloud and local applications, printers, conferencing equipment, and understanding and adhering to IT policies and best practices.
  • Triage, diagnose and provide timely resolutions to technical and nontechnical problems documenting their work using ServiceNow to throughout.
  • Remain online and responsive to walk ups, telephone calls, chats, and emails from employees throughout working hours, sometimes before or after hours as needed.
  • Identify high urgency issues, and when those arise, alert the larger team and work with senior IT colleagues to expedite their resolution.
  • Simulate/reproduce problems independently to resolve issues with minimal impact on end-users’ productivity.
  • Adhere to corporate computing/technology operating procedures and standards.
  • Participate in bi-monthly weekend maintenance window testing as required.
  • Maintain schedules for recurring administrative maintenance and assist users in planning scheduled and unscheduled testing.
  • Troubleshoot, repair, maintain, install, and test various computer equipment, peripherals, data communication, audio visual, and computer network systems.
  • Consult with and assist manufacturer’s representatives installing new computer equipment and tracking assets; exercise total responsibility for routine installation and modification projects; assist other technicians and IT colleagues repairing, installing, and testing complex pieces of equipment; submit equipment repair warranty claims.


Qualifications

· Bachelor’s degree; in computer science, engineering, or related field preferred.

· Proficient and expert in computer hardware, software, and networking.

· Committed to accuracy and timeliness, demonstrates, and communicates appropriate urgency.

· Provides outstanding, above-and-beyond customer service.

· Organized and able to plan and manage a project from start to finish.

· Detailed, conscientious, and committed.

· Documents work thoroughly and makes user guides for IT and non-IT audiences.

· Solid communicator with strong interpersonal skills.

· A team leader and team-builder

· Has a passion for technology and building their career in IT.

· Eager to be trained on company systems and best practices.

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