Help Desk Technician - Washington, United States - TekSynap

TekSynap

Verified Company

Washington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Responsibilities & Qualifications:

RESPONSIBILITIES

Provide end user support services for hardware and software.
Process request, incidents, and problems per defined Service Level Agreements (SLAs).
Provide support for technology enhancements.
Manage, monitor, track, and resolve all support request tickets and provide daily updates.
Provide a service desk call center support from Monday
Friday.
Maintain a service catalog and selfservice software request system.
Provide user support via remote connectivity.
Provide basic incident evaluation, fault isolation, analysis, and troubleshooting, and resolution of issues, or escalate if required.
Develop All Hands communications for network services status, planned outages, etc,
Provide file access management and restore of lost or damaged files.
Create and maintain standard operating procedures (SOPs) for end users and end user support.
Maintain the asset inventory database, perform automated and manual audits.
Provide hardware and software inventory management.
Provide full account lifecycle management using Microsoft Active Directory Domain Services.
Ensure user and computer account attributes and directory information is up to date.
Ensure stock of imagined devices are ready for rapid deployment.
Ensure workstation deployments follow a defined checklist prior to production deployment ensuring systems are fully patched, antivirus software and System Center Configuration Manager (SCCM) software are installed.
Use remote diagnosis and tools to resolve incidents.
Maintain and enforce a software whitelist containing approved software titles and versions.
Resolve basic issues to printers, copiers, faxes, and multifunction devices.
Coordinate with external contractors for assets under warranty.
Perform software installations using automated remote deployment mechanisms.
Provide support for Mobile Device Management (MDM) software.
Provide support for Unified Communications as a Service (UCaaS) devices.
Provide Microsoft desktop whitelisting support for all USITC software.
Maintain approved software for desktops, ticketing solution, printers.
Ensure software is patched to current levels before deployment.
Provide virus scanning and remediation services for client endpoints.
Ensure endpoint devices and network printers are fully patched and that antivirus software is up to date.

REQUIRED
QUALIFICATIONS

13 years of experience
Prior experience in a government consulting services environment is preferred
Proficiency in problem solving on technical issues
High school diploma, technical certification or HDI Certification
Proficiency with word processing, spreadsheets, database, and other office software
US Citizen
Active Secret Clearance
Location: ONSITE Washington D.C.

Overview:

We are seeking a Service Desk Technician to join our team supporting US International Trade Commission's Information Technology Service Desk Support Services contract.

The contract provides and operates an integrated IT service desk (ITSD) and IT support services. These services support the current and future operational needs of the U.S. International Trade Commission's IT users and their systems.

The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information.

This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems.

The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills.

The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment.

"Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

The safety and health of our employees is of the upmost importance. Employees are required to comply with any contractually mandated Federal COVID-19 requirements. More information can be found here.

Additional Job Information:

COMPETENCIES