Technician I, Workforce Technology
Summary PenFed is looking to hire a Technician I, Workforce Technology in our McLean, VA location. The primary purpose of this job is to ensure that PenFed IT customers receive exceptional service and technical support and those PenFed endpoint devices are properly configured, deployed and maintained.
Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.
Provide excellent service while fulfilling IT customer requests or resolving IT customer problems.
Respond to requests for technical support in a timely, professional manner and facilitate immediate resolution when possible.
Perform installations, upgrades, and decommission of IT equipment used by the workforce. These items include but are not limited to: laptops, desktops, MFP, fax machines and mobile devices.
Be familiar with and follow team policies, processes and procedures.
Accurately update the company’s asset management system.
Provide technical support and assist IT customers in the use of hardware and software.
Resolve routine hardware and software problems using diagnostic tools to troubleshoot equipment, network, or application errors; engage senior staff for more complex problems.
Image and configure workstations in accordance with PenFed procedures.
Infrequently provide technical support to board members and corporate officials for PenFed provided hardware devices and software.
Provide infrequent hands on support to other departments during implementations and problem resolution.
Provide timely and accurate updates to PenFed's incident, request and problem management system.
Requires ability to work “off hours” to implement solutions in order to limit impact/exposure to customers and being ‘on-call” as assigned.
Continuous skills enhancement in a dynamic technical environment is required.
Support a culture of continuous improvement.
This is not intended to be an all-inclusive list of job duty
Associate’s Degree in Information Technology or a related field is preferred.
Minimum of one (1) year of experience in IT Customer Service is preferred.
Basic knowledge of Windows and iOS operating systems, Microsoft Office Suite products, and Macintosh applications.
Basic knowledge of personal computer hardware, including laptops, desktops, monitors, keyboards, mice, printers, scanners, fax machines and devices.
Basic knowledge of TCP/IP and LAN switches.
This position will not supervise employees.
CompTIA A+, ITIL Foundations V3, and HDI CSR certifications are preferred.