Job description

Essential Responsibilities:

· Provide end-user troubleshooting and support for client staff to include desktop, laptop, applications, and operations.

· Provide end-user troubleshooting and support for client staff on network and desktop printers.

· Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation

· Set up and distribute cellular devices, including activate, suspend, and update

· Provide support to users who report in person to the client by remote session, by telephone, or through a desk-side visit.

· MS Teams and Zoom technical troubleshooting/support

· Provide one-on-one telephone and desk-side assistance to end-users on the standard core applications

· Ensure all tickets are documented with current status, customer communications and full description of the problem/resolution daily

· Provide updates to the customer regarding the problem’s status when the projected completion time for problem resolution changes or if the customer requests status

· Adhere to official Client/OIT Property Management procedures for all equipment installs, moves, loans or accessing as defined by the Government

· Support and troubleshoot PIV authentication

· Work as part of a team and independently

· Review and participate in projects that evaluate, test and introduce new technology and approaches

· Review, maintain and enforce approved procedures and quality standards

· Create SOPs for new procedures, maintain/update current SOPs

· Work on Projects that may come up based on the client’s needs

Required Qualifications:

· College diploma or university degree in the field of computer science or 2+ years equivalent work experience.

· Proficient in Service Now ticket system

· Minimum 2+ years demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating systems.

· One to two years of related IT/telecommunications experience

· Prior experience with VOIP

· Experience with basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP

· Certifications in A+, MCSE or MCPs in current Microsoft workstation, server and applications strongly preferred.

· Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (primarily iPhones).

· Experience with desktop operating systems, including Windows 10.

· Application support experience and knowledge of Microsoft Office 2016 products to include Publisher, Outlook, Office 365, OneDrive, Access, PowerPoint, Excel, Word, Project, Teams, Zoom, Service Now, Adobe Software, LANDesk, Avaya Softphone, Symantec, Skype for Business, and OneNote

· Proven ability to work as part of a team as well as show initiative and ability to work independently.

· Mobile Device Management software (Mobile Iron).

· Avaya System Administration.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

· Excellent written English communication skills

· Strong documentation skills

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Bethesda, MD 20892: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Bethesda, MD 20892

jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.