Previous Job
Previous
Help Desk Support
Ref No.: 19-00006
Location: Rockville, Maryland
Position Type:Right to Hire
Job Description:
 
Our client is currently searching for a help desk technician for their large office in Rockville, MD. 
 
Duties:
  • Provide end-user troubleshooting and support for client staff to include desktop, laptop, applications, and operations.
  • Provide end-user troubleshooting and support for client staff on network and desktop printers.
  • Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation
  • Provide support to users who report in person to the client "eSource Room,” by telephone, or through a desk-side visit.
  • Provide one-on-one telephone and desk-side assistance to end-users on the standard core applications
  • Ensure all tickets are documented with current status, customer communications and full description of the problem/resolution daily
  • Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status
  • Adhere to official Client/Client Property Management procedures for all equipment installs, moves, loans or accessing as defined by the Government
  • Support and troubleshoot PIV authentication
  • Work as part of a team and independently
  • Review and participate in projects that evaluate, test and introduce new technology and approaches
  • Review, maintain and enforce approved procedures and quality standards
 
Requirements and Qualifications:
  • College diploma or university degree in the field of computer science or 2+ years equivalent work experience.
  • 1-2+ years demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating systems.
  • Certifications in A+, MCSE or MCPs in current Microsoft workstation, server and applications
  • Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (primarily iPhones).
  • Experience with desktop operating systems, including Windows 7 and Windows 10.
  • Application support experience and knowledge of Microsoft Office 2016 products to include Publisher, Outlook, Access, PowerPoint, Excel, Word, Project, Skype for Business, and OneNote
  • Proven ability to work as part of a team as well as show initiative and ability to work independently.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Excellent written English communication skills
  • Strong documentation skills