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Our Washington, DC team is currently assisting our client in hiring a Service Desk Technician for a contract opportunity. Candidates must be Clearable and US Citizens and must past a background investigation and credit check.
Job Description:
• The primary responsibility of this position is to provide first level support to issues and requests through the IT Service Desk and to provide desk side support / remote resolution services to clients.
• Issue and SLA Management
• Answer, log, and track ALL phone calls and problems reported to Service Desk.
• Escalate any issues to appropriate resource if initial resolution cannot be reached.
• Collect and document information from users that will enable effective problem resolution.
• Accurately record call information in Service Desk problem tracking system.
• Prioritize Service Desk calls in accordance with general policies and procedures.
• Strive hard to satisfy Service Desk SLAs.
• Escalate Service Desk issues and requests that remain open beyond target close period.
• Customer Service and Communication
• Provide status updates of open issues and set realistic expectations.
• Follow-up on status of issues and requests that remain open past status reporting deadlines.
• Resolve as many issues, requests and inquiries at first contact with customer.
• Inform users if necessary when issues and requests are resolved.
• Administration
• Assist in the deployment of IT equipment to staff and contractors.
• Account and Group provisioning and administration.
• Work with 3rd party vendors in order to resolve remote Service Desk calls.
• Administer upkeep of technical knowledgebase and document installation and configuration procedures.
• Administer and track hardware loaner pool.
• Assist in managing the IT hardware assets ensuring inventory records are immediately updated for any new equipment, re-assignment, retirement and disposal.
• Support the mobile fleet including procuring, installing and supporting blackberry devices
• Provide telecoms administration for user phone assignments and moves and changes.
• Assist in the implementation of IT infrastructure and workstation deployment projects.
• Other projects or related activities as defined by regional supervisor.
• Inventory and Procurement management (EU and AP regions only)
• Facilitate hardware procurement functions within region.
• Maintain and active stock control solution within region.
• Leverage global hardware standard
Qualifications:
• Must have 3 Years of experience with desktop and laptop systems.
• Must have 3 Years of experience troubleshooting network issues.
• Must have 3 Years of experience of with Active Directory Administration and server systems
• Must have 3 Years of hands-on support or administrative experience with Windows 2000 & XP
• Must have 2 Years of Outlook and Exchange Email configuration and support.
• Must have proven experience installing and troubleshooting network and PC hardware and software in a mixed Windows environment.
• Demonstrated proficiency with Microsoft Office 2003/2007 (Word, Excel, Access and PowerPoint)
• Familiarity with an incident based ticketing system (e.g. HEAT) for assigning and tracking calls.
• Excellent problem solving and troubleshooting skills.
• Strong customer service orientation and customer focus skills to effectively and professionally deal with difficult customers.
Interested and qualified candidates, please submit resumes, with reference to job code: T36310JL, to jlong@beaconhillstaffing.com.
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