Help Desk Associate

Job Title: Help Desk Associate

Work Location: Reston, VA (Onsite)

Contract

Project Overview:

Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects; configures and installs standard

hardware and software; provides basic automation support and coordination to the project; implements the IT portion of the project closeout plan. Performs a broad range of varied automation and

communications related work activities. Plans and schedules own work within a limited time horizon.

Job Summary:

Help Desk Operations

In this role, you will provide 24x7 first line support for IT services to internal users. You will respond to IT requests and incidents, troubleshoot issues, provide feedback, assist in the development of new procedures, and participate in the rollout of new technologies and services. Your work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally.

IT Service Management

In this role, you will assist with the day-to-day IT Service Management process based on industry standards. You will help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports. Your work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures.

Local Infrastructure/Deskside Operations

In this role, you will deploy and provide hardware and IT services to internal end users in Client offices. You will diagnose and resolve hardware and software related issues, maintain and troubleshoot local IT infrastructure, network and collaboration services, and participate in the rollout of new technologies and services. Your work will contribute to improved incident resolution and customer service standards.

Mobility & Wireless Operations

In this role, you will Identify, diagnose, and resolve problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services. You will participate in the development and rollout of new technologies and services to enhance end user experience and meet business needs.

Major Responsibilities:

Local Infrastructure / Deskside Operations

Deploys and provides end user hardware and IT services to internal users in Client offices locally

Diagnoses and resolves local Infrastructure, hardware & software related issues

Follows standard operating procedures for IT request and incident services to the end-user

Improves Incident resolution and customer service standards

Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues

Participates in the rollout of new technologies, services, and security remediations

Helpdesk Operations

Provides 24 x 7 first line support for IT services to internal users

Follows standard operating procedures for IT request and incident services to the end-user

Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally

Provides feedback and assist in development of procedures, work instructions and new scopes

Participates in the rollout of new technologies, services, and security remediations

Mobility & Wireless Operations

Deploys and provides mobile devices and mobility services to internal users

Follows standard operating procedures for mobility services to the end-users

Troubleshoots end user performance issues for mobile devices (Smart phones, tablets, data devices, etc.) as well as mobile applications and Client App Store

Provides feedback and assists in development of procedures, work instructions and new scopes

Responsible for mobility asset and inventory management

Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services

Participates in the rollout of new mobility technologies and services

Education and Experience Requirements:

Requires a University Hire with 1-2 years of experience or 5-6 years of relevant work

experience.

Required Knowledge and Skills:

Basic knowledge of corporate, industry and professional standards.

Basic knowledge of project management concepts and tools.

Ability to handle customer interactions in an accurate, effective and timely manner.

Ability to articulate ideas and write clear and concise reports

Thanks & Regards

Kevin Mathew | Associate Team Lead

Arthur Grand Technologies Inc

SBA 8(a) Certified Minority Small Business | Certified Minority Business Enterprise by NMSDC

Arthur Grand Technologies is an Equal Opportunity Employer (including disability/vets)

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Job Type: Contract

Work Location: On the road