Tier 1 Service Desk Technician - 1140

Washington, DC
Dec 14, 2016
Sep 27, 2017
Specialty Trades
Full Time

The MIL Corporation seeks a Tier 1 Service Desk (SD) Technician to support a Federal Government client at our Washington, DC 20005 location. The Tier 1 SD tech will be part of a front line team that provides Tier 1 support. The Tier 1 SD provides 24/7/365 support, with rotational support provided via an afterhours phone, referred to as the “TORCH”.

• Provide support for workstation hardware and software, LAN file, print, email and other office applications and database servers; storage solutions and related computing platforms to include mobile computing requirements for travel support; and remote access solutions
• Answer a dedicated phone line used to report IT issues, requests for service and inquiries pertaining to IT equipment and peripherals
• Create tickets in Remedy or other SD database
• Respond to customer inquiries, probing for necessary details and communicating to the appropriate support group for resolution
• Perform all tasks associated with remote administration of PCs, laptops, peripheral IT equipment, and Blackberries and other SmartPhones (iPhone and Droid)
• Provide answers to commonly asked IT questions
• Provide resolution to commonly known issues

Required Qualifications
• HS/GED and 1 to 3 years of Help Desk experience; AA/AS or BA/BS is desired
• Knowledge of the following software applications: Citrix, XenApps, VDI Environments, Microsoft Office Suite (Word, Excel, PowerPoint), Adobe Flash, Adobe Shockwave, Adobe Professional, ActivClient, Microsoft Internet Explorer, Java, Microsoft SilverLight, SCCM2012, QuickView Plus, WinZip
• Knowledge of Networking, Windows 7 and the latest Windows Operating System (OS), MAC OS, CISCO network, HP and Dell IT equipment
• Knowledge of legacy operating systems
• Very good verbal and written communication skills; understanding basic grammar, being deliberate, clear and legible in all communications
• Ability to communicate with clients of all levels
• Very good troubleshooting and problem solving skills with desktops, laptops and Dell PC's
• Knowledge and experience troubleshooting network printers and multi-functional devices
• Great attention to detail, particularly when multitasking
• Very good customer service skills
• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines

Desired Qualifications
• Bachelor or Associates of Science Degree in Computer Science, Engineering or a related technical discipline, or equivalent experience
• ITIL Foundations 2011 (v3), Security +, A+ certifications and/or other relevant certifications
• HDI certifications

HS/GED; BA/BS or AA/AS desired

Public Trust; current Secret or Top Secret desired

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. #CB

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