Desktop Support Technician II – Virtual Service Desk Tech
Description:
- Provide technical assistance to computer users.
- Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
- Perform a variety of clerical and administrative duties pertinent to remote assistance.
- Replies to trouble tickets to resolve user problems.
- Provide expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones, and network connectivity.
- Provides personal computer support analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides peer feedback.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
- Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
Requirements:
- Public Trust Clearance by start date.
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Applies fundamental concepts, processes, practices, and procedures on technical assignments.
- Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
- 2-7 years of experience and high school diploma.
- One year experience with Windows and/or Mac desktop support.
- One year experience with Smartphone support.
- One year experience with remote support tools.
- Proficiency in the Google Suite, Microsoft Office, Slack, and ServiceNow.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
