Service Desk Tier 1 Tech - 1417

Location
Washington, DC
Posted
Jan 22, 2018
Closes
Feb 21, 2018
Hours
Full Time

Summary
The MIL Corporation is seeking a Tier 1 Service Desk (SD) Technician with a Federal Government client in our Washington, DC location. The SD Tech will be part of a front line team that provides tier 1 support including workstation hardware and software support, 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. The Tier 1 Service Desk provides 24/7/365 support, with rotational afterhours support via an afterhours iPhone, referred to as the “TORCH”.

Responsibilities
• Level 1 IT Services Desk support will entail answering a dedicated phone line used to report IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals
• Creating tickets in Remedy or other Service Desk database
• Understand customer inquiries, probing for necessary details and communicating to the appropriate support group for resolution
• Performance of all tasks associated with remote administration of PCs, laptops, peripheral IT equipment, and mobile devices (iPhone and Android)
• Provide answers to commonly asked IT questions
• Provide resolution to commonly known issues
• Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts
• Modifying access to shared drives

Required Qualifications
• 3-5 years of experience in the IT field
• Excellent verbal and written communication skills; understanding basic grammar, being deliberate and clear in all communications
• Ability to communicate with clients on all levels
• Excellent troubleshooting and problem solving skills with desktops, laptops (HP and Dell).
• Must be detail oriented with great attention to detail, particularly when multitasking is required.
• Excellent customer service experience
• Familiar with working in a dynamic, environment and producing quality work with demanding timelines
• Knowledge in troubleshooting network printers and multi-functional devices
• Knowledge of the following software applications: Citrix, Xenapps, VDI Environments, Microsoft Office suite, Adobe
Flash, Adobe Shockwave, Adobe Professional, ActivClient, Internet Explorer, Java, SCCM, WinZip, McAfee encryption, Active Directory

Desired Qualifications
• Bachelor or Associates of Science Degree in Computer Science, Engineering or a related technical discipline; or equivalent experience
• 1- 2 years of IT experience
• ITIL Foundations 2011 (v3), Security +, A+ Certifications and/or other relevant Certifications
• HDI Certifications

Education
HS/GED

Clearance
Public Trust


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. #CJP

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