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Help Desk Technician

Job Description:

5 DAYS ON SITE IN WASHINGTON, D.C. – MUST BE LOCAL TO DMV

 

Job Description 

Help Desk Technician 

 

Core Competencies: 

  • 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 client-owned and personal mobile devices (iOS and Android) which are connected to clients corporate Email infrastructure.   

 

Educational and Technical Qualifications:   
Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience OR Associates Degree with a minimum of 5 years relevant experience.   
 
  
Certification Requirements:   

  • Industry certifications such as A+  (preferred)  

Required Skills/Abilities:  

  • Excellent verbal and written communication skills   
  • Excellent customer service skills   

Other requirements: 

  • CompTIA Certification highly desirable, experience with M365 applications (Outlook, OneDrive, Teams, etc)

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