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Desktop Technician II
Ref No.: 18-41310
Location: Arlington, Texas
Position Type:Contract
Skill Type
Skill Type:Information Technology
Major purpose:
This position supports the Help Desk function and works in a team environment.

Duties/Responsibilities:
• Daily duties include responding to Voice Mail, E-mail, Phone calls, walk-up and remote support
• Provide information technology customer support for local and remote users
• Strong emphasis on Customer Service
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing the ticketing system to track tickets and provide up-to-date status and information
• Instruct users on the use of personal computers and networks
• Maintain and update standardized Apple Mac images (including configuration profiles)
• Performing asset inventory activities as needed
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork
• Participate in Desktop Support (EndPoint) / After Hours On-Call support rotation
• Performs other duties as assigned.Additional Job Requirements:

Qualifications
• High School Diploma or GED
• Minimum 5 years experience providing first level support required
• Minimum 2 years of Apple (Mac) Support experience required
• Advanced Internet Explorer, Windows 7, 8.1, and 10 knowledge
• Experience with Dell Optiplex, Precision and Latitude hardware
• Experience in troubleshooting Microsoft Office (Outlook, Word, and Excel) and other basic COTS (Commercial Off-the-shelf) applications
• Experience working with creative professionals in a technical or support role
• Excellent oral and written communication skills
• Strong troubleshooting skills and creative problem solving abilities
• Demonstrated ability to diagnose and solve software problems
• Mac OS and Application Troubleshooting and Support skills
• A+ and MCITP Certifications Preferred
• Ability to maintain a professional telephone presence
• Ability to clearly and effectively communicate with customers
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Must be detail oriented and self-motivating
• Previous experience working in a DoD environment is preferred

Manager Note:
Manager would like to see candidates with Dell computer experience. PC deployment, Microsoft deployment took kit, Imaging, etc.