Helpdesk Technician - Chevy Chase (MD)

Location: Chevy Chase, MD
Date Posted: 04-03-2018
The primary role of the Helpdesk Technician is to provide technical support to end users and maintain overall IT functionality . This includes troubleshooting and resolving hardware and software problems.  Provide Tier 1 Helpdesk support on a daily basis answering emails and phone calls.
  • Learn all deployed technologies and provide full service/first contact resolution of technical problems in a fast-paced, team-orientated environment
  • Provide desktop and software troubleshooting/administration working closely with senior members of the department to learn and build their software, hardware and troubleshooting skills and knowledge
  • Troubleshoot, upgrade and repair desktop PCs
  • Provide after hours and weekend support on an as needed basis outside of general working hours
  • Maintain Standard Operating Procedures for all relevant processes and technologies
  • Document all support and maintenance activity with incident tracking software.
  • Diligently and consistently follow departmental and organizational policies and procedures
  • Maintains an accurate inventory of all desktop and printing equipment as assigned
  • Troubleshoot, upgrade and support common mobile device platforms
  • Implement projects as assigned. Provide status reports and problem summaries
  • Respond to emergency system outages as required
  • Additional duties as assigned
  • A minimum of 2 years’ experience providing end user support in an enterprise IT environment
  • Provide excellent customer service via the call center helpdesk, will include email and onsite assistance requests
  • Create incident tickets, update incident tickets and close incident tickets using Service Desk Express system
  • Certifications as specified or equivalent experience
    • MCTS Windows 7
    • MCTS Windows Server
  • College degree a plus 
  • Strong working technical knowledge of TCP/IP
  • A professional attitude, excellent customer service and neat appearance are essential
  • Good written and verbal communication skills
  • Able to work independently and with others
  • Able to master and support a large and diverse base of hardware and software technologies
  • Analytical and problem solving abilities
  • Ability to effectively prioritize and execute tasks in a high pressure environment
  • Ability to lift and transport moderately heavy objects, such as computers and peripherals
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