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Technician Standard II
2 months ago
Duration: 9 Months - Long Term
Location: Washington, DC 20433
100% Onsite
This team is responsible for enabling and delivering IT support to staff and providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including:
- IT support and troubleshooting of client's provisioned hardware, software, and applications;
- Client IT training and outreach; direct desk side and remote support;
- Virtual meeting support; and configuration and provisioning of standard devices. For the Washington, DC campus, Tier 2 local IT Support (ITSR3) is organized by building/location. We engage directly with the business and leverage ServiceNow for incidents and requests to deliver timely, best-in class support to our end-user community. With an annual satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that contractors must fulfil are:
Roles & Responsibilities:
- Provide technical support to Client managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client's standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.
- Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.
- Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.
- Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.
- Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
- Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)
- Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.
- Attend to issues with client-owned and personal mobile devices (iOS and Android) which are connected to corporate systems.
Educational and Technical Qualifications:
- Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.
Certifications:
- Industry certifications such as A+ recommended
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Advanced skills in supporting Windows computers and Apple mobile devices.
- Advanced skills in supporting Microsoft suite products, e.g. Copilot, Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.
- Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."