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Technician Standard II
1 month ago
Job Title: Technician Standard II - IT Coordinator II
Job Location: Washington, DC
Zip Code: 20433
Top 3/5 Skills: Technical Support, Active Directory, Service Now, MS 365 Application support
Roles & Responsibility:
Provide technical support to CLIENT end-user desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client standard software and hardware, and handling problems such as computer viruses, network login and connectivity issues, among others.
Respond to client requests for help, diagnose problems, and identify and apply the appropriate resolution or find resources to solve the problem.
Complete tickets within SLA parameter: 90% Response SLA goal; 95% Resolution SLA goal; and meet Quality Management KPIs.
Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings
Provide support to M365 applications (Outlook, OneDrive, Teams, etc.)
Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks.
Attend to issues with owned and personal mobile devices (iOS and Android) which are connected to CLIENT's corporate Email infrastructure.
Technician Standard II - IT Coordinator II -IT - Banking - Financial Services
Required Skills/Abilities:
Strong knowledge of troubleshooting PC Operating System and Hardware issues.
Ability to install a client's standard/core software packages and new releases of these packages as instructed in written guidelines.
Advanced knowledge of Windows OS and its functions.
Advanced understanding of Internet/intranet networking, Active Directory, IP network troubleshooting, desktop, or application issues
Expert level resource for life cycle maintenance of PC environment, including imaging, configuration, administration, asset management, troubleshooting, patching, documentation, delivery, and implementation of hardware and software upgrades
Advanced knowledge of desktop, laptop, tablet (Dell, Lenovo, HP, Surface)
Ability to create, modify, and troubleshoot Active Directory group policy
Strong administrative skills: organized, efficient, and versatile
Strong customer service approach to dealing with people at all levels internal and external
Capable of learning quickly from on-the-job training
Ability to identify knowledge gaps and ask questions relevant to furthering your knowledge
Self-reliant, resourceful, self-motivated and detail oriented
Good knowledge of server-based printing, scanning, faxing, and Windows OS and its print functions
Good knowledge of MFDs, integration with email, document management, and mobile systems
Excellent verbal and written communication skills
Educational Qualifications:
Associate's/ Bachelor's Degree in IT or related field is preferred.