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Senior Helpdesk Technician - Lead Tech

Job Description

Deliverables
• Face-to-face desktop support to client's internal customers (which may include local travel)
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support client PC Refresh Program: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides client standard Enterprise application and/or client customized application support.
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
• Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
• Act as escalation point for the Tier 1 support.
• Troubleshoot desktop, laptop, printers when needed
• May be responsible as 'primary' support analyst for client custom Applications.
• May be responsible as 'primary' support analyst for client standard Enterprise Applications.

Requirements:

  • Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
  • Dell Certified Technician
  • ITIL (Information Technology Infrastructure Library)
  • Minimum 3 to 5 years' experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
  • Demonstrate expertise in Microsoft operating systems.
  • Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
  • Experience with Microsoft Exchange
  • An aptitude for providing positive customer service.
  • Experience within a Desktop Helpdesk.
  • Good communication, problem solving and technical writing skills.
  • An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
  • Flexible working hours - 5 days per week, 6:00a.m. - 7:00pm, rotating on-call support for evenings, weekends, and holidays.
  • Displays courtesy and sensitivity
  • Manages difficult or emotional customer situations
  • Meets all commitments
  • Responds promptly to customer needs
  • Solicits customer feedback to improve service
  • Use internal knowledgebase on every interaction
  • Provide knowledgebase content on a weekly basis


Location: Washington, DC
Duration: 12 months

Job Requirements

 

Job Snapshot

Location US-DC-Washington
Employment Type Contractor
Pay Type Year
Pay Rate N/A
Store Type IT & Technical
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Company Overview

ACS Solutions

ACS Group provides services to Fortune 1000 companies across various industry verticals. With a proven track record of managing project demands while improving the efficiency, productivity and profitability of new and existing projects through process improvement, ACS Group is consistently recognized for identifying and implementing strategic solutions that create and preserve long-term business value. Learn More

Contact Information

US-DC-Washington
American CyberSystems, Inc.
(571)421-1007
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Snapshot
ACS Solutions
Company:
US-DC-Washington
Location:
Contractor
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Deliverables
• Face-to-face desktop support to client's internal customers (which may include local travel)
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support client PC Refresh Program: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides client standard Enterprise application and/or client customized application support.
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
• Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
• Act as escalation point for the Tier 1 support.
• Troubleshoot desktop, laptop, printers when needed
• May be responsible as 'primary' support analyst for client custom Applications.
• May be responsible as 'primary' support analyst for client standard Enterprise Applications.

Requirements:

  • Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
  • Dell Certified Technician
  • ITIL (Information Technology Infrastructure Library)
  • Minimum 3 to 5 years' experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
  • Demonstrate expertise in Microsoft operating systems.
  • Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
  • Experience with Microsoft Exchange
  • An aptitude for providing positive customer service.
  • Experience within a Desktop Helpdesk.
  • Good communication, problem solving and technical writing skills.
  • An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
  • Flexible working hours - 5 days per week, 6:00a.m. - 7:00pm, rotating on-call support for evenings, weekends, and holidays.
  • Displays courtesy and sensitivity
  • Manages difficult or emotional customer situations
  • Meets all commitments
  • Responds promptly to customer needs
  • Solicits customer feedback to improve service
  • Use internal knowledgebase on every interaction
  • Provide knowledgebase content on a weekly basis


Location: Washington, DC
Duration: 12 months

Job Requirements

 
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