IT Support Specialist II

2 weeks ago

Washington, United States Mindlance Full time
Position: Technician Standard II - IT Coordinator II
Duration: Long Term
Location: Washington, DC

100% Onsite

This team is dedicated to providing comprehensive IT assistance to personnel and offering support to clients through a variety of responsibilities, including:
  • Technical support and troubleshooting for client-provided hardware, software, and applications;
  • Client IT education and outreach; direct desk-side and remote assistance;
  • Support for virtual meetings; and setup and provisioning of standard devices. For the local campus, Tier 2 IT Support is organized by building/location. We work closely with the business and utilize ServiceNow for incident management and requests to deliver prompt, high-quality support to our end-user community. With an annual satisfaction rating consistently above 95%, the essential competencies and responsibilities that contractors must fulfill include:
Key Responsibilities:
  • Deliver technical assistance for client-managed desktops, laptops with docking stations, and mobile devices. This encompasses support for a range of client-standard software and hardware (including accessories and peripherals) and resolving issues such as imaging computers, addressing logon and connectivity problems, patching security vulnerabilities, and installing software, among others.
  • Receive and take ownership of support requests 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.
  • Utilize technical expertise and troubleshooting skills to diagnose issues and identify and apply the appropriate resolution or find resources to resolve the issue.
  • Provide assistance for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
  • Support M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)
  • Adhere to administrative guidelines associated with maintaining high-quality IT support, including asset management tasks, ensuring accurate documentation and record-keeping.
  • Address issues with client-owned and personal mobile devices (iOS and Android) connected to corporate systems.
Educational and Technical Qualifications:
  • Bachelor's degree in Computer Science, Electronics & Communication Engineering, Information Systems Management, or a related field, with a minimum of 3 years relevant experience or an Associate's Degree with a minimum of 5 years relevant experience.
Certifications:
  • Industry certifications such as A+ are recommended.
Required Skills/Abilities:
  • Exceptional verbal and written communication skills.
  • Outstanding customer service abilities.
  • Advanced skills in supporting Windows computers and Apple mobile devices.
  • Proficient 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."

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