Help Desk Technician - Washington, United States - MetroStar

MetroStar

Verified Company

Washington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

As
Help Desk Technician, you'll support our Customer Service Center in providing 24x7x365 IT support to our mission-critical government customer.

You will be the front line of defense for all IT related issues and support.

We know that you can't have great technology services without amazing people.

At MetroStar, we are
obsessed with
our people and have led a two-decade legacy of building the best and brightest teams.

Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission:
A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below

What you'll do:

Receives, documents, triages, escalates, and responds to all customer requests within an acceptable timeframe, as defined by the current Service Levels. (Tier 1 and 2 support).
Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
Works with outside vendors, as appropriate, to coordinate procurement and repair of personal computer equipment and printing technologies.
Provides communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
Participates in Infrastructure Team meetings, as required, and meets with appropriate Technology managers regularly to discuss activities, solutions, and recommendations for improvement.

What you'll need to succeed:

You have an active Top-Secret clearance
You are available for the following shifts 12pm to 10pm
Wednesday
Saturday ON SITE in Washington, DC
You have 3 to 5 years of general IT experience, including 2+ years of experience working in a Windows environment.
You have handson experience as a Service Technician providing Tier 1 and Tier
You like to solve problems, using excellent analytical and problemsolving skills
You enjoy working with diverse technologies and systems
You have exemplary telephone skills
You are passionate about providing the best customer service possible
You can write detailed and accurate logs of all user contact by entering calls into a Service Desk Automated Tool (ServiceNow)
You serve as a user liaison covering basic computer system enduser operations, including but not limited to system signon; Active Directory maintenance and Exchange; Microsoft Office programs, including Outlook; PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android); Client PC connectivity ethernet, TCP/IP and VPN; and, File server knowledge
You have experience supporting mobile devices, provisioning, and managing through Mobile Device Management (MDM) software

Like we said,
we are big fans of our people. That's why
we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.

Don't meet every single requirement?

What we want you to know:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.