Technical Support Specialist

1 week ago

Washington, Washington, D.C., United States Go intellects Inc Full time
Job OverviewBenefits:
  • Attractive salary package

Position Summary:
*Hybrid role - on-site presence required*

Detailed Description:

The Technical Support Specialist Level 2 is responsible for delivering assistance to clients encountering issues with their computing devices and software applications, particularly in the realm of standard Windows desktop programs as well as proprietary applications developed by Go Intellects Inc and its partners. This role acts as the initial point of contact for diagnosing hardware and software challenges.

Key Responsibilities:
  • Address service requests and incidents submitted by staff through various channels, ensuring accurate documentation in the ticketing system and managing all assigned tickets to resolution within established service level agreements.
  • Provide tier 1 support for a Windows-centric desktop environment, including prevalent desktop applications such as Microsoft365 and Adobe, alongside managing user accounts and Active Directory.
  • Deliver tier 1 support for iOS mobile devices, including widely-used mobile applications such as email, Microsoft365, and authentication tools.
  • Set up and deploy PCs, laptops, printers, mobile devices, tablets, and other desktop IT resources.
  • Collaborate with network and application development teams to restore services and troubleshoot issues.
  • Reproduce user issues to effectively resolve incidents.
  • Propose system enhancements to minimize user challenges and service requests.
Qualifications:
Minimum of three (3) years of experience in the following areas:
  • Providing help desk support for the Windows operating system, associated applications, and Active Directory account management;
  • Offering help desk support for iOS devices, related applications, and iCloud account management;
  • Configuring, imaging, and deploying Windows-based laptops, printers, and desktop equipment;
  • Utilizing workflow management systems such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
Preferred Experience:
At least three (3) years of experience in the following:
  • Endpoint protection and management solutions like Cisco AMP, Absolute, or HP SureClick;
  • IT asset management and tracking systems such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
Technical Skills:
CompTIA A+ certification is required for technical support.

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