IT Support Technician

Credence Management Solutions, LLC
Vienna, VA
Jun 22, 2022
Jul 07, 2022
Full Time
Overview: Credence Management Solutions, LLC is searching for a highly skilled, motivated and proactive IT Support Technician to support one of our customers and work with Credence IT staff to support Credence consultants in the field. The work will be performed primarily out of our headquarters in Vienna, VA and occasionally from the customer location in Washington DC. The ideal candidate for this position has a strong understanding of Windows operating systems, routinely thinks outside the box to solve problems quickly and understands what impeccable customer service is all about. The Support Technician is responsible for laptop imaging, repair and distribution, resolving support tickets, installing and maintaining computer software, account and asset management. The individual selected will be working closely with Credence IT staff in support of Credence office employees and consultants in the field, and should possess 2+ years of relevant experience. Responsibilities: Provide IT support to both onsite and offsite project staff in Washington, DC to include hardware, purchasing and installing software, and hardware, resolve accessibility issues both on Government and the project office sitesRespond to incoming help requests from users via, phone, e-mail, and ticket tracking system in a prompt, concise and courteous manner.Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team.Document all information pertinent to help requests and their resolution.Perform post-resolution follow-ups to help requests.Build rapport and proactively elicit problem details from users.Manage laptops including imaging, repair, distribution and recovery/disposal.Pack and mail equipment to end usersOnboarding and offboarding end-user account and device management.Accurately record and track hardware assets for inventory management purposes.Identify and learn appropriate software and hardware used and supported by the organization.Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.Provide multi-function printer support, including management of the print server, drivers, and multi-function device supply inventory.Perform preventative maintenance, including checking and optimizing of desktops, laptops, printers, and peripherals.Write technical documentation for Knowledge Base to be shared internally or published externally to user community.Ensure that Internet security software is updated and running properly Qualifications: US Citizenship with possible ability to obtain a Federal ClearanceAssociate degree in one of the following subject areas: Computer Science, Information Technology or related field (equivalent experience will be considered)5+ years of related experience in systems support or computer administrationMicrosoft 365 experienceStrong understanding of Windows Operating SystemsExperience managing, repairing and imaging laptopsHighly proficient using Microsoft Office applicationsAble to read and understand technical manualsAbility to multi-task and prioritize tasks accordinglyAbility to travel to Washington DC and Vienna VA