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Technical Support Specialist

2 months 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 expert assistance in service desk operations with 3-5 years of relevant experience.
  • Deliver support for various computing devices including servers, laptops, desktops, and workstations.
  • Assist with application-related inquiries and issues.
  • Oversee all aspects of personal computer (PC) management, including planning, implementation, and ongoing support.
  • Facilitate technical services to ensure the functionality of desktops, laptops, tablets, smartphones, printers, and peripherals.
  • Act as a liaison between users and IT services, ensuring effective communication and support.
  • Offer guidance and technical assistance to all staff and contractors.
  • Handle initial customer service requests for IT services encompassing network and server support.
  • Create and escalate Tier 3 tickets for requests beyond Tier 1 and Tier 2 support scope.
  • Resolve service requests via telephone, direct desktop consultation, or remote management tools.
  • Provide hands-on desktop support when necessary, following thorough information gathering.
  • Image, deploy, troubleshoot, and repair various computing devices, including future technology deployments.
  • Deliver basic telephone support, including troubleshooting and configuration assistance.
  • Manage conference room technology, scheduling, and troubleshooting user meeting requests.
  • Identify, develop, and update standard operating procedures for Tier 1 and Tier 2 support activities.
  • Document, update, and close tickets for all incoming support requests.
Qualifications:
  • Minimum of 3 years experience in a helpdesk environment providing tiered support.
  • Familiarity with Federal policies and mandates, with a focus on updates and technology consolidation.
  • Proficient in maintaining various computing devices including desktops, notebooks, tablets, and smartphones.
  • Experience with software applications such as Microsoft Office Suite, Microsoft Outlook, Microsoft Project, Tableau, and Adobe Creative Suite.
Physical Requirements:

While performing the duties of this position, the employee will operate a computer and other office equipment. Frequent communication with end-users is essential, requiring accurate information exchange. The individual must be able to remain in a stationary position for the majority of the workday.

Work Environment:

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

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