Help Desk Specialist Jr.
Working at Macro Solutions, a leading provider of IT and management consulting services, is an opportunity to collaborate with great people who have a passion for the services they provide to our clients. We are currently looking for an experienced Customer Support Technician Jr to join our project team in Washington, DC. The Service Desk Customer Support Technician is responsible for applying a broad base of IT knowledge and subject matter expertise to identify, recommend and properly apply solutions, implement products, and deploy baseline services. In addition, the position will perform Tier I problem resolutions services combining their expertise with the latest technology available to proactively avoid issues and restore degraded IT systems quickly and effectively. Key Responsibilities Support customer facing troubleshooting activities and problem escalation, via in-person and some remote support. Operate in a routine shift-work environment. Provide effective technical solutions to complex problems including Tier I trouble shooting of ServiceNow incidents or problems when requested. Provide emerging communications and information technology engineering support and technical solutions to improve overall service delivery to include customer support and proactive system support. Support the customer's efforts to share and distribute information by electronic means. Education + Experience Secret Clearance Bachelor's Degree or 2 years equivalent experience. Customer facing support experience. Strong communication skills. Positive customer service attitude and professional phone etiquette. Ability to prioritize and handle multiple projects. Desired Qualifications Customer support experience in enterprise user service and help desk incident management within the DoD or Navy. Experience and knowledge working with NMCI. Customer support experience/knowledge working in Service Now, PKI & CAC Cards, MS Windows, MS Office 365, Pulse Secure, CITRIX, and MS Exchange. Customer Support experience/knowledge working with Telecommunications platforms: Avaya Communications Services, Cisco, Voice over IP, Blackberry, Apple iPad, SMEPED, Mobile Devices iPhone or IOS devices and vendors. Macro Solutions is a woman-owned IT and management consulting firm that helps government organizations select, implement, integrate and maintain critical business solutions. A relationship company at our core, we pride ourselves on building high-touch, high-trust environments for our clients and partners, at every level of our business. Assessed at CMMI Maturity Level 3 for both Development and Services and ISO 9001:2015 certification, Macro delivers honest, powerful results from the inside, outward. Deeply invested in advancing long lasting employee relationships, our distinctive Consultant Care program ensures that our employees are always a priority at every level of the organization and has been integral to our 94% employee retention rate. Along with a supportive environment and culture that thrives on dreaming big, getting things done and having fun together, Macro Solutions offers employees a full suite of competitive benefits, including health, dental, 401(k), and paid time off.If you would like to learn more about Macro, are interested in joining our team, or would like to learn more about our Consultant Care program visit our website . Macro Solutions is an Equal Opportunity Employer.