Help Desk Support Technician

DataStaff, Inc.
Bethesda, MD
Jan 19, 2021
Jan 25, 2021
Full Time
DataStaff, Inc. is currently seeking a Help Desk Support Technician for a contract opportunity with one of our direct clients in Bethesda, MD. Responsibilities Provide excellent customer service and quick resolution of technical issues for employees and scientists. Support Tier 2 on-site andor remote installation, implementation, maintenance, troubleshooting andor repair of desktops, notebooks, printers, iPads and associated peripherals. Troubleshoot and resolve issues involving Microsoft Windows, macOS, desktop applications, collaboration tools, shared drives, email and other technologies. Support Microsoft Office 365 and Active Directory products. Use ServiceNow to document solutions in a clear and accurate manner so that resolutions are pushed to the lowest level. Serve as company liaison with customer on administrative and technical matters. Be responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are successfully completed in a timely manner. Configures and install desktop and laptop computers following standard procedures, isolate and resolve technical problems with individual computers, answer user questions about hardware and software and complete special projects and assignments. Desired Skills Experience troubleshooting MS Office 2016 and O365 and MS Office 2016 for Mac ServiceNow Ticket system experience WebEx and Cisco telepresence systems Experience creating IT documentation, especially for a Knowledge Base ITIL v3 Certification Technical certifications are a plus - such as ACSP, MCP, MCDT, MCITPMCSA, A+, Network+ or Security+ Bachelorrsquos Degree Qualifications Bachelorrsquos Degree and 2+ years of experience (or equivalent combination of education and experience) Experience with on-site andor remote installations and troubleshooting Strong communication skills and end-user support skills are a must Strong Windows applications and PC experience 6+ Months Experience with MacApple devices both mobile, desktop and laptops Experience providing Mail Support to including Microsoft Outlook 2013 or 2016 Experience providing Network Support Knowledge of LAN, Wireless, and VPN troubleshooting Experience troubleshooting Blackberry and iPhone mobile devices Blackberry Enterprise Server Knowledge and Apple iOS Ability to work flexible schedules to meet job requirements Strong documentation skills Must be customer-focused with a proactive 'can-do' attitude and excellent time management skills. Strong problem analysis and resolution skills Exceptional interpersonal, customer service and presentation skills are required to interact effectively with all levels of the organization. Position requires ability to talk, listen and type. Position requires the ability to interact effectively with customers and IT Pros across the organization. Ability to regularly stand, walk between buildings on a large campus, move and lift computers, printers, monitors and other hardware Ability to drive to various local locations This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.