Technician Standard II – IT Coordinator II

2 months ago


Washington, United States Careerbuilder-US Full time

Job Title: Technician Standard II – IT Coordinator II

Job Location: Washington, DC

Zip Code: 20433

Top 3/5 Skills: Technical Support, Active Directory, Service Now, MS 365 Application support


Roles & Responsibility:

· Provide technical support to CLIENT end-user desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client standard software and hardware, and handling problems such as computer viruses, network login and connectivity issues, among others.

· Respond to client requests for help, diagnose problems, and identify and apply the appropriate resolution or find resources to solve the problem.

· Complete tickets within SLA parameter: 90% Response SLA goal; 95% Resolution SLA goal; and meet Quality Management KPIs.

· Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings

· Provide support to M365 applications (Outlook, OneDrive, Teams, etc.)

· Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks.

· Attend to issues with owned and personal mobile devices (iOS and Android) which are connected to CLIENT’s corporate Email infrastructure.

Technician Standard II – IT Coordinator II –IT – Banking - Financial Services

Required Skills/Abilities:

· Strong knowledge of troubleshooting PC Operating System and Hardware issues.

· Ability to install a client’s standard/core software packages and new releases of these packages as instructed in written guidelines.

· Advanced knowledge of Windows OS and its functions.

· Advanced understanding of Internet/intranet networking, Active Directory, IP network troubleshooting, desktop, or application issues

· Expert level resource for life cycle maintenance of PC environment, including imaging, configuration, administration, asset management, troubleshooting, patching, documentation, delivery, and implementation of hardware and software upgrades

· Advanced knowledge of desktop, laptop, tablet (Dell, Lenovo, HP, Surface)

· Ability to create, modify, and troubleshoot Active Directory group policy

· Strong administrative skills: organized, efficient, and versatile

· Strong customer service approach to dealing with people at all levels internal and external

· Capable of learning quickly from on-the-job training

· Ability to identify knowledge gaps and ask questions relevant to furthering your knowledge

· Self-reliant, resourceful, self-motivated and detail oriented

· Good knowledge of server-based printing, scanning, faxing, and Windows OS and its print functions

· Good knowledge of MFDs, integration with email, document management, and mobile systems

· Excellent verbal and written communication skills

Educational Qualifications:

· Associate’s/ Bachelor’s Degree in IT or related field is preferred.



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