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Help Desk Representative

2 months ago

Washington, United States Applied Computing Technologies, Inc. Full time
Job DescriptionJob Description

Clearance Requirement: Top Secret

Employment Status: Full Time

Classification: Non- Exempt

Travel Required: No

Location: Washington. D.C.

Essential Duties:

  • Experience performing (3-5 years) service desk-side support activities.
  • Providing Support for servers, and laptop/desktop/workstation computers.
  • Application Support
  • All personal computer (PC) coordination, planning, implementation, and support
  • Provide technical services to operate and maintain desktops, laptops, tablets, smartphones, printers, and computer peripherals.
  • Serves as a contact point between users, IT services, and the supported user organization
  • Provide guidance and technical support services to all employees and contractors
  • Receive all initial customer service requests for all IT services including network services, server services, and support services.
  • Create and escalate Tier 3 tickets for all requests that fall outside the scope of work covered in Tier 1 and Tier 2 support;
  • Resolve customer service requests over the telephone, through desktop consultation with users, or by using remote management software;
  • Provide direct desktop support once all information is gathered and telephone consultation proves inadequate to resolve the user's problem;
  • Image, deploy, troubleshoot, and fix desktop, notebook, Smartphone, and personal digital assistant computers, and any other device families deployed in the future
  • Provide basic telephone support such as connecting telephones, troubleshooting phone port issues, end-user support related to voicemail setup, and requesting phone or sidecar configuration
  • Conference room support: Schedule, manage, monitor, and troubleshoot user meeting requests with the meeting solutions.
  • Identify, create, and update standard operating procedures for all Tier 1 and Tier 2 activities
  • Creating, updating, and closing out tickets for all support requests coming into the help desk.

Minimum Experience, Education, and Certification

  • 3+ years in a helpdesk environment providing tiered support
  • Knowledge of Federal policies and mandates, the items listed are subject to updates, virtualization, and consolidation.
  • Experience maintaining desktop computers, notebooks, tablets, smartphones, computer peripherals, and other similar devices
  • Experience with Microsoft Office, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite including Photoshop, and Adobe Acrobat Professional

Physical Requirements:

While performing the duties of this job, the employee will operate a computer and other office productivity machineries, such as a calculator, copy machine, and computer printer. The person in this position frequently communicates with end-users, Must be able to exchange accurate information in these situations. Must be able to remain in a stationary position 95% of the time.

Work Environment:

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, walking, occasional lifting (overhead waist level from the floor), bending, frequent near vision use for reading and computer use; frequently fast-paced environment.

This is not a comprehensive list of duties. Duties may change without notice in management’s sole discretion.