IT Support Specialist

4 weeks ago

Washington, Washington, D.C., United States Optomi Full time

IT Support Specialist

Optomi is seeking a skilled IT Support Specialist to join their team in Washington DC. The ideal candidate will be responsible for providing Tier II software and hardware support to clients via various communication channels. This role requires strong analytical and problem-solving skills, as well as the ability to work independently and as part of a team.

Key Responsibilities:

  • Diagnose and resolve technical issues using documented procedures and checklists.
  • Enter all incoming incidents and requests into the ticket management system, documenting detailed troubleshooting steps and instructions.
  • Perform workarounds as necessary if incidents cannot be resolved or root cause unknown.
  • Configure, troubleshoot, and resolve basic remote access issues.
  • Properly notate tickets with all customer contact per Global Technology Solutions (GTS) Standard.
  • Perform new hire orientation related to PC setup and use.

Requirements:

  • Professional demeanor and strong customer relations skills.
  • Proven analytical, troubleshooting, and problem-solving abilities.
  • Basic understanding of IP networking concepts, troubleshooting, and diagnostics.
  • Basic knowledge of Active Directory.
  • Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.
  • Ability to multi-task in a fast-paced, constantly changing environment.
  • Ability to work overtime as needed.

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