Service Desk Technician

4 weeks ago

Norfolk, United States Premier Group Recruitment Full time
Job DescriptionJob Description

Contract Role (through 2024)

 

No C2C / Active Secret Clearance Required

 

The Opportunity:

 

We are seeking several Service Desk / Help Desk Technicians on behalf of our Norfolk, VA based client.

 

Responsibilities will include:

 

  • End-User Device Support: Provide first-level support for end-user devices, including desktops, laptops, tablets, and smartphones running Windows OS and Apple iPhones/iPads managed through Intune. Troubleshoot and resolve hardware and software issues, ensuring minimal disruption to users.
  • Microsoft 365 Services Support: Offer support for Microsoft 365 services, including Outlook, Teams, SharePoint Online, and OneDrive for Business. Assist users with M365 collaboration tools, ensuring efficient use and problem resolution.
  • Remote Assistance: Use remote help tools to provide support and troubleshooting for remote users. Guide users through problem-solving processes remotely, ensuring clear communication and resolution.
  • Password Resets and Account Management: Assist users with password resets and account unlocks in accordance with security protocols. Manage intermediate user account tasks in Azure AD, including updating user information and permissions.
  • Incident Logging and Tracking: Log and track support incidents using the Jira Service Desk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
  • Escalation: Escalate complex issues to Level 2 support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction.
  • Knowledge Base Management: Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality.
  • User Education: Provide users with guidance and training on best practices for using end-user devices and M365 services.
  • Promote self-service tools and resources to empower users and reduce support requests.
  • Performance Monitoring: Monitor support metrics and KPIs to ensure high-quality service delivery. Participate in regular reviews to identify areas for improvement and implement corrective actions.
  • Communication and Collaboration: Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery.

 

About You:

 

  • U.S. Citizenship and active Secret clearance.
  • Strong understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads managed through Intune.
  • Experience with Microsoft 365 services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business.
  • Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.
  • Ability to guide users through problem-solving steps effectively.
  • Excellent verbal and written communication skills.
  • Full proficiency in English (French language skills desirable, but not essential).
  • Ability to communicate technical information to non-technical users in a clear and concise manner.
  • Strong customer service focus with a commitment to user satisfaction.
  • Patience and empathy when dealing with user issues and concerns.
  • Ability to manage multiple support tickets and prioritize tasks effectively.
  • Attention to detail in documenting support activities and maintaining accurate records.
  • Ability to work effectively as part of a team and share knowledge and resources.
  • Willingness to collaborate with colleagues to solve complex issues.
  • Experience using Jira Service Desk for incident logging and tracking. Ability to utilize Jira features for effective service management and reporting.

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