Helpdesk Technical Support

National Capitol Contracting
Washington, DC
Mar 20, 2017
Mar 21, 2017
Full Time
Position: Helpdesk Technical Support Location: Washington, DC Job Id: 307 # of Openings: 0 National Capitol Contracting provides our partners in the public and private sectors with an extensive portfolio of media, communications, and technology solutions. We recognize that providing high quality services requires a deep understanding of our clients' priorities, needs, and goals. NCC is proud to have developed custom-tailored plans for each of our clients that combine our relevant industry experience with project-specific expertise. While we offer a diverse array of service offerings, each division of our company supports our key mission: to facilitate communication amongst key stakeholders as well as between decision-makers and the people who are affected by their choices. This position will serve as Helpdesk Technical Support:Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Windows & Office applications and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. Responsibilities:Supports Operating Systems: Windows XP/2000/NT/98/95, Microsoft Exchange, Novell, DOS, TCP/IP, UNIX; ERP Software/Tools, MS Office Suite 2000/2003 (including MS Publisher and MS Access); and Blue Ocean Software Trackit, Lotus, Symantec Ghost, Symantec PC Anywhere, Mcafee Antivirus, Intellireach Anti-SpamProvides support on complex hardware and operating system software and typically involves certified systems engineers when additional support is neededProvides technical support for 140+ users in-person and by telephone, as part of the help desk services team Resolves software and hardware desktop issuesAssists users by utilizing experience with multicase media, wireless networking, port security, remote access, and VPN port securityProduces/maintains network docs (network map, SOPs, inventory, and switch configs)Supports equipment moves/adds/changesStages/configures/installs desktop equipmentMaintains desktop firmware and performs memory upgradesAssists Help Desk Lead with managing daily operationsUpdates all tickets assigned on a daily basisOpens, tracks, and closes trouble ticketsEnsures problem ownership and promotes end-user satisfaction Tracks activities of technical support specialists to whom tickets were assignedProvides end user training instruction. Qualifications:Years of Experience: Must have a minimum of 3 years of experience supporting an IT service deskRequired Education: High School DiplomaMust be able to obtain Public Trust clearance (US Citizenship or Greencard).AAP/EEO StatementNCC is an Equal Opportunity Employer (Minority/Female/Disabled/Veteran). Apply for this Position Apply with Indeed Apply with Indeed Go back to the job list #gnewtonLogo { margin-top: 20px !important; } applicant tracking bynewton applicant privacy policy