- Washington, DC
Description:
Responsibilities:
·Provide Deskside support to users desktop and laptop computing issues
·Provide accurate and creative solutions to user problems
·Assist in the resolution of user and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction
·Accurately document problem resolutions in client's call tracking system
·Installation and relocation of desktop computers including all components and peripherals
·Maintain accurate records of hardware in asset database
·Support of all laptops hardware and peripherals
·Field trouble tickets and phone calls from help desk agents
·Remote user support via telephone or remote desktop access
·Troubleshoot PDA issues escalated by the Help Desk
·Research and resolve issues in a timely manner in accordance with standards
·Escalate problems to appropriate teams based on established guidelines and procedures
·Troubleshoot and resolve network connectivity issues
·Participate in team projects that enhance the quality or efficiency of service
·Respond to customer requests for support via telephone, e-mail, call-tracking software or walkups
·Track issues and trouble tickets until resolved
Requierments:
Skills and Knowledge:
·Relationship building (people) skills
·Excellent communication skills (both verbal and written)
·Excellent organizational skills, documenting and defining policies and procedures, ability to take technical direction and ability to prioritize tasks
·Ability to create technical reports and documentation
·Demonstrated problem-solving skills
·Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients' needs
·Work as mentor for team members
·Strong attention to details
·Must possess a motivated and team player work ethic
·Basic understanding of MS Windows domain architecture and general knowledge of multiple technical disciplines
·Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), remote network access, network file servers, applicable software and troubleshooting techniques
·Ability to understand and assist in solving network server problems or network infrastructure issues
·Demonstrable experience in the support of laptop and desktop computers, and PDA devices
·Ability to lift 40 lbs
·Broad range of network and desktop knowledge in:
·Windows 98, 2000, NT, and XP
·NetWare 4.x and 5.0
·Cisco Switches and Routers
·Dell and Toshiba laptops
·HP Desktops (Vectra VL, VA)
·HP Printers
·MS Office (all versions)
·MS Front Page 98/2000
·McAfee Virus Scanner
·Adobe Acrobat
·Visio Professional 5/2000
·ISS Real Secure Desktop Protector
·UNIX
·Citrix/Metaframe Remote Access Client
·Cisco VPN Client
·PDAs (Palm IIIc, V,Vx)
·LCD Projectors
·Oracle DBM
Experience:
·A.S. in Engineering or Information Systems or equivalent experience
·A+ Certification preferred
·MCSE accreditation desired but not required for this position
·Minimum of 5 years of professional help desk/technical support experience in a corporate environment
·Minimum of 3 years Deskside Support experience in a corporate environment
For consideration, please send your resume:
Apply for Job
- We are an Equal Employment Opportunity / Affirmative Action Employer.