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Helpdesk Support Technician
Ref No.: 17-00293
Location: Washington, District of Columbia
Position Type:Regular, Fulltime
Experience Level: 4 Years
Start Date: 08/07/2017
Job Req -Additional Info
Clearance Requirement:Public Trust, Level 2
Shift Work?:No
Work Schedule::7:30am - 5:30pm
Helpdesk Support Technician

Functions commonly performed:
  • Field incoming service requests from end users via telephone, e-mail, and walk-ins
  • Analyze Self-Service tickets and assign to appropriate team members
  • Troubleshoot basic problems in the Microsoft Office Suite as well as other Gallery standard software
  • AD account management (configure new users, assign access permissions, unlock accounts, etc.)
  • Remote support for Gallery users on travel or working from home
  • Administration of hardware inventory within ServiceNow
  • Manage the Laptop Loaner service
  • Excellent customer service skills
  • Ability to troubleshoot software and basic hardware issues
  • Knowledge of Windows 7 and 10
  • Knowledge of Mac OSX
  • Knowledge of iOS
  • Knowledge of Microsoft Active Directory
  • Knowledge of basic wireless client troubleshooting
4 Years Relevant experience

Education and Certification:
A+ certification Desired

Shift information: 7:30am - 5:30pm Monday - Friday