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Service Desk Specialist

1 month ago

Bethesda, United States ATD Technology LLC Full time
Job DescriptionJob Description

Service Desk Specialist

The client is seeking an IT Service Desk Specialist to join a highly skilled team providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. Enterprise operating environment includes various desktop/laptop running Windows, which encompasses desktop applications, browsers, printers, and telecommunications and video. The ideal candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The role will require this individual to document, track, and monitor problems to provide resolution promptly. Position is contingent upon contract award.

Essential Responsibilities:

  • Respond to internal and external client requests and provides technical support and training to end users
  • Identify, research, and resolve technical issues; escalates complex inquiries
  • Install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.
  • Install and configure operating systems and applications such as word processing, database, and spreadsheet programs.
  • Provide end-user troubleshooting and support for staff to include desktop, laptop, applications, and operations
  • Configure, support, and troubleshoot Microsoft Windows operating systems as well as fielding related how-to questions.
  • Support Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
  • Use ServiceNow for incident logging and ticket tracking
  • Design, analyze, and maintain Federally mandated security and configuration settings for Windows Desktop, and Windows Server.
  • Provide end-user troubleshooting and support for users on network and desktop printers
  • Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation
  • Support, promote and develop desktop management, software deployment, systems administration, data integrity and recovery
  • Configure (hardware and network), install, manage, and troubleshoot desktop and network printers
  • Ensure that all tickets are documented with current status, customer communications and full description of the problem/resolution daily
  • Perform installation and troubleshooting of software; including all service packs, hotfixes, for all approved systems and devices
  • Provide one-on-one desk-side assistance to end-users on the standard core applications
  • Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status
  • Review and participate in projects that evaluate, test and introduce new technology and approaches
  • Review, maintain and enforce approved procedures and quality standards

Required Qualifications:

  • Minimum of five (5) years' experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
  • Candidates must be proficient in configuring, supporting, and troubleshooting Microsoft Windows operating systems as well as fielding related how-to questions.
  • Candidates must be proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
  • Candidates must have the ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft's Remote Desktop Services, and/or SolarWinds Dameware.
  • Candidates must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
  • Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
  • Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
  • Candidates must have experience in developing training materials and provide training to users with various skill levels.
  • Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
  • Candidates must have knowledge and experience in designing, analyzing, and maintaining Federally mandated security and configuration settings for Windows Desktop, Windows Server.
    • Required Certifications: (1 or more): CompTIA Security+; Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); HDI-CSR; HDI-SCA; HDI-DAST; HDI-TSPS; or other industry-recognized certifications.
  • Federal customer experience supporting HHS, preferably NIH desired.

ATD Technology, LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties' financial and technical goals. ATD is a full service provider with offerings in Contract, Permanent and Temp-to-Perm staffing solutions. We serve Fortune 1000, mid cap and small cap companies in the Commercial, Public and Government sectors.