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Level 3 Desktop Support Technician

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The Phoenix Group

2021-12-03 08:51:22

Job location Washington, District of Columbia, United States

Job type: fulltime

Job industry: HR / Recruitment

Job description

Key Responsibilities

  • Respond to user issues reported through tickets or management requests, and update tickets accordingly throughout the issue resolution process.
  • Move, configure, install and setup computer equipment, operating systems, and application software.
  • Evaluate and diagnose hardware and equipment failures.
  • Provide user support for Apple and Blackberry mobile device hardware and management systems.
  • Track and maintain accurate equipment inventories.
  • Conduct research, collect data, and contribute to or execute projects as directed.
  • Secure workstations against malicious software and facilitate necessary updates to antivirus software.
  • Mentor Level I technicians and serve as a point of escalation for complex tickets.
  • Other duties and responsibilities as assigned.

Knowledge, Skills & Attributes

  • Experience troubleshooting, fixing and/or using the following technology:
  • Active Directory
  • Adobe Acrobat
  • Antivirus/malware software
  • Apple and Blackberry mobile devices
  • Cisco Phones/Polycom
  • Computer Encryption (PGP)
  • Document Management (DM) Systems
  • HelpDesk Ticketing Systems
  • LAN/WAN/VLAN Systems
  • MDM solutions
  • MS Office Suite
  • Network Engineering
  • Printers Config/Install
  • Remote Access Tools (RSA)
  • Remote Assistance Software (Proxy)
  • Remote Office Phone Support
  • Software Deployment
  • System Management Software (SCCM)
  • TCP/IP Knowledge
  • Windows 10 OS troubleshooting
  • Experience installing, configuring, and troubleshooting computer hardware.
  • Audio Visual support including Video Conferencing and Audio.
  • Demonstrated experience resolving issues with Microsoft OS and Microsoft Office Suite and other standard desktop applications.
  • Exceptional client service and interpersonal skills.
  • Excellent oral and written communication skills.
  • Ability to interact effectively with users at all levels of an organization.
  • Ability to communicate technical issues to users in simple and easily understood terms.
  • Ability and willingness to share knowledge.
  • Knowledge of Project Management processes and ITIL frameworks.

Education & Experience

  • 2-4 years' experience in computer hardware configuration and repair in a Network environment.
  • At least 1 year of experience in a position that required strong customer service skills related to end-user computer support.
  • High school diploma required.
  • Associates Degree in Computer Science or related field preferred.
  • A+ certification.
  • ITIL certifications -v3 Foundations minimum.

Physical Activity/Other Miscellaneous

  • Ability to lift and carry 30 pounds if needed
  • Ability to walk / stand a minimum of 4 hours per day
  • Flexibility to travel to other offices
  • Ability to work outside standards business hours to accommodate meetings and calls with the global team
  • Ability to work on call shifts
  • Inform a friend!

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