IT Support Technician

4 weeks ago


Bethesda, United States Latitude, Inc. Full time
Job DescriptionJob Description

Main Points

  • Will be providing tier I and Tier II support
  • Must have 2+ years experience
  • 6 month temp position 
  • 20-25/hr. 

Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Implement and support disaster recovery solutions.
  • Serves as the Tier 1 and Tier 2 support for the computer user community.
  • Responds to customers via phone, in person, and through remote support channels.
  • Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
  • System documentation to include system reviews and recommendations.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service issues that cannot be completed within agreed service levels.
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
  • Maintain specific knowledge of the customer and how IT relates to their business strategy
  • Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
  • One year general experience.
  • Ability to gain and/or maintain a Public Trust clearance.

 It is required that the candidate hold one or more of the following certifications:

  • - Foundation Certificate in IT Service Management (ITIL) v3 or higher
  • - MTA: Microsoft Technology Associate
  • - MCSA: Microsoft Certified Solutions Associate
  • - MSCE: Microsoft Certified Solutions Expert
  • - Apple Certified Associate
  • – Mac Integration Basics (current or current -1 version)
  • - Apple Certified Support Professional (current or current -1 version)
  • - CompTIA A+ Certified Professional - CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional - Jamf Certified Tech
  • - Jamf Certified Expert

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