Technical Support Specialist

2 weeks ago

Washington, Washington, D.C., United States Applied Computing Technologies, Inc. Full time
Job Overview

Clearance Requirement: Top Secret

Employment Status: Full Time

Classification: Non-Exempt

Travel Required: No

Location: Washington, D.C.

Key Responsibilities:
  • Provide service desk support with 3-5 years of experience.
  • Assist in the maintenance and support of servers, laptops, and desktop computers.
  • Deliver application support to users.
  • Coordinate and implement all personal computer (PC) operations.
  • Offer technical services for desktops, laptops, tablets, smartphones, printers, and peripherals.
  • Act as a liaison between users and IT services.
  • Deliver guidance and technical assistance to employees and contractors.
  • Manage initial customer service requests for all IT services.
  • Create and escalate Tier 3 tickets for complex issues.
  • Resolve service requests via phone, desktop consultations, or remote management tools.
  • Provide direct desktop support when necessary.
  • Image, deploy, troubleshoot, and repair various computing devices.
  • Offer basic telephone support and assist with configuration requests.
  • Support conference room technology and manage meeting requests.
  • Develop and update standard operating procedures for Tier 1 and Tier 2 support.
  • Document and manage tickets for all support requests.
Qualifications:
  • Minimum of 3 years in a helpdesk role providing tiered support.
  • Familiarity with Federal policies and mandates.
  • Experience in maintaining desktop computers, notebooks, tablets, and peripherals.
  • Proficient in Microsoft Office Suite, Microsoft Outlook, Microsoft Project, Tableau, Adobe Creative Suite, including Photoshop and Acrobat Professional.
Physical Requirements:

While performing job duties, the employee will operate a computer and other office equipment. Frequent communication with end-users is required, necessitating accurate information exchange. The individual must be able to remain stationary for a significant portion of the time.

Work Environment:

The role is primarily conducted in a climate-controlled setting with minimal safety hazards. The position is sedentary, involving sitting, walking, and occasional lifting, with frequent near vision use for reading and computer tasks.

Note: This description is not exhaustive and may be subject to change at management's discretion.

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