Help Desk Technician II

Infinity Consulting Solutions
Vienna, VA
Aug 06, 2018
Aug 13, 2018
Specialty Trades
Full Time
Help Desk Technician II Technical Qualifications: Self-starter with proven computer and networking expertise. Provide technical assistance and support to local and remote end users. Provide installation, maintenance, and troubleshooting of hardware, software and peripheral equipment on IT systems. Experience supporting Microsoft products including AD, Office products, Exchange, Lync, and SharePoint. Linux experience a plus. Provide solutions to IT related problems within specified SLAs. Ensure tickets are entered properly (daily record of issues, communication, action taken, installation activities, severity level, etc.) in ticketing system. Experience setting up computer security measures. Support the procurement process for desktop, PC and other IT equipment. Maintain an accurate inventory and equipment assignment. Ensure equipment order and repairs are completed efficiently and effectively. Validate quality of service through the quality control process. Ability to assess technology needs and requirements. Provide onsite support when phone trouble support is unsuccessful. Provide on call support and ensure critical issues are resolved. Track after-hours trouble tickets and report non-critical calls received. Maintain work area organization and cleanliness. Research and document processes to support ongoing projects and duties as assigned. Ability to effectively prioritize and execute tasks in high-pressure and stressful situations. Communication Ability to communicate verbally and in written form. Ensure alerts are sent to the user community with regular updates on critical systemic issues. Leverage new knowledge base for common issues. Identify issues to be added to the knowledge database. Draft documents to share with the team. Communicate with management critical issues or suspected issues. Participate in monthly site visits. Ensure equipment at branch offices is properly maintained. Customer Service Must be a professional capable of working directly with end-users, providing superior customer service and communicating effectively. Ability to develop relationships with customers and promote products and services to clients and partners. Receive incidents and requests for assistance from users in a pleasant and professional manner, while maintaining accurate ticket updates. Identify opportunities to proactively enhance service to customers. Personal Growth Achieve technical certifications in required areas of hardware, software, messaging, applications, permissions, and access. Identify and attend professional training. A demonstrated ability to learn quickly, sometimes under pressure, and apply what you have learned A passion for technology and awareness of events, issues, and emerging trends in IT