Senior Service Desk Technician

Cambridge International Systems, Inc
Arlington, VA
Jun 16, 2017
Jun 21, 2017
Full Time
Responsibilities include but are not limited to day-to-day operational support, troubleshooting, provisioning, installation, configuration, administration, and maintenance of systems hardware, software, related infrastructure, and users. The Senior Service Desk Technician will be the primary point of contact for all on-site and remote users and will receive and respond to Help Desk tickets and other requests for support efficiently. Professional customer service skills and independent troubleshooting capabilities are an inherent requirement of this role. Duties and Responsibilities: Primary point of contact for Service Desk, accepting requests through ticketing system and other channels, such as telephone, email, IM, or in person. Work through tickets until resolution, reaching out for assistance when needed. Organize priorities appropriately for urgent requests and requests from management. Administer and troubleshoot Windows operating systems, laptop and desktop computers, mobile devices, monitors, and printers. Initiate tickets and coordinate with 3rd parties, vendors, and service providers, follow through to resolution. Ensure proper tracking of IT assets through use of approved asset tracking software. Organize and deploy equipment such as laptop and desktop computers, mobile devices, monitors, and printers. Setup new user accounts and equipment and provide new users with orientation. Monitor network connectivity through use of approved monitoring software. Effectively and regularly report progress of projects and tasks to management. Follow and maintain documented procedures. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. 5+ years of experience in a Service Desk environment ITIL MCSE US Citizenship Bachelor's Degree Active Secret Clearance preferred