Associate, Service Desk (358128) Alexandria, Virginia

Salary: USD59000 - USD61000 per year


Service Desk Associate


Location: Arlington, VA
Start Date: Immediately
Status: Contract-to-Hire 6 months
Salary Range: $59000 - $61000 (If hired)

Top Things Needed:
• At least two years of hands on experience in the support of multi-user hybrid windows/Mac environment.
• Working knowledge of common software and OS packages including Office365, Windows 7 - 10, and MacOS.
• Working knowledge of ITIL-based ticketing systems, Active Directory, basic networking concepts, and collaboration tools.
• Ability to research hardware and software issues.
• Excellent verbal, written and interpersonal skills.
• Superb customer service skills.
• Ability to multi-task in a fast paced environment.

Overview:
The Technology Infrastructure department is responsible for the ongoing information technology operations for this organization and its affiliates. This includes the design, implementation, and ongoing support of all hardware and software infrastructure (both desktop and server), networking (wired and wireless), telephony (VoIP and cellular), applications (on premise and hosted), remote access, security, and budget creation and maintenance for all technology initiatives. The Service Desk Associate supports and maintains information technologies and processes to meet the needs of the organization and its affiliates. The position provides support to end-users on a variety of software and technical related issues and escalate support requests as necessary.

Responsibilities Your Day:
• Support workstation, mobile, and remote environments.
• Perform Service Desk duties, which are heavily focused on personal interaction coupled with exceptional customer service.
• Troubleshoot and provide timely resolution for hardware and software issues.
• Assist in service desk process flow including incident, request, and problem escalation and follow through.
• Assist and work with the Network & Systems Operations team in daily duties that impact staff.
• Lead conference IT support at remote locations.
• Remotely support teleworkers, international employees, traveling staff, and field workers.
• Assist in maintenance of Active Directory, WSUS, CRM, Call Systems and other tools regularly used by the Service Desk and network and system operations team.
• Research and evaluate new products.
• Provide A/V support for conference rooms.
• Perform other duties as needed.

Qualifications Must Haves:
• High school diploma.
• At least two years of hands on experience in the support of multi-user hybrid windows/Mac environment.
• Working knowledge of common software and OS packages including Office365, Windows 7 - 10, and MacOS.
• Working knowledge of ITIL-based ticketing systems, Active Directory, basic networking concepts, and collaboration tools.
• Ability to research hardware and software issues.
• Excellent verbal, written and interpersonal skills.
• Superb customer service skills.
• Ability to multi-task in a fast paced environment.

Preferred:
• Bachelor's degree or combination of equivalent technical courses and work experience.
• A/V equipment setup and support.
• Knowledge of the Adobe Creative Suite of products.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

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