Service Desk Technician with Min 3yrs Exp (Webcam Interview)(HYBRID_Washingotn DC)
Salary undisclosed
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We are looking Service Desk Technician (Min 3+ years of exp) HYBRID (Webcam interviews)
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions: 1
Length: 9-21 Months +
Location: Washington DC 20004
Immediate interviews Webcam interviews ONLY
*A013 - Service Desk Technician - Journeyman
Hybrid position - will require on-site reporting to office
Hybrid position - will require on-site reporting to office
The Service Desk Technician - Journeymanprovides technical support for customers who experience computer and softwareissues in the areas of standard Windows desktopapplications as well as applications developed by its vendors. This position serves as the first point of contact fortroubleshooting hardware and software problems.
Duties &Responsibilities:
- Respondto service requests and service incidents reported by staff via phone,email, or web portal. Ensure information is accurately entered into the ticketing system and that all assignedtickets are tracked and managed to resolution withindefined service level agreements.
- Abilityto provide tier 1 support for a Windows-based desktop environment, includingcommon desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and ActiveDirectory.
- Ability to provide tier 1 supportfor iOS-based mobiledevices, including commonmobile-based applications such as email, Microsoft365, and authenticationapplications.
- Configure and deploy PCs, laptops, printers, mobile phones, tablets,and other desktop IT assets.
- Interact with network team and application development teams to restoreservices and/or identify and correct issues.
- Simulate or re-create user problems to resolve incidents.
- Recommend systemmodifications to reduceuser problems and serviceincidents.
Qualifications
Required Experience: At least three (3) years of experience in the following:
a. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
b. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
c. Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
d. Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
e. CompTIA A+ certified
Preferred Experience: At least three (3) years of experience in thefollowing:
a. Endpoint protection and management toolssuch as CiscoAMP, Absolute, or HP SureClick;
b. IT asset management andtracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
| Experience with Business workflow processes | Required / Desired | Amount | of Experience |
| Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; | Required | 3 | Years |
| Providing help desk support for iOS devices, iOS-based applications, and iCloud account management | Required | 3 | Years |
| Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets | Required | 3 | Years |
| Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix | Required | 3 | Years |
| CompTIA A+ certified | Required | 0 | |
| Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick | Highly desired | 3 | Years |
| IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix | Highly desired | 3 | Years |
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job We are looking Service Desk Technician (Min 3+ years of exp) HYBRID (Webcam interviews)
POSITION DESCRIPTION
DIRECT CLIENT Position
Number of positions: 1
Length: 9-21 Months +
Location: Washington DC 20004
Immediate interviews Webcam interviews ONLY
*A013 - Service Desk Technician - Journeyman
Hybrid position - will require on-site reporting to office
Hybrid position - will require on-site reporting to office
The Service Desk Technician - Journeymanprovides technical support for customers who experience computer and softwareissues in the areas of standard Windows desktopapplications as well as applications developed by its vendors. This position serves as the first point of contact fortroubleshooting hardware and software problems.
Duties &Responsibilities:
- Respondto service requests and service incidents reported by staff via phone,email, or web portal. Ensure information is accurately entered into the ticketing system and that all assignedtickets are tracked and managed to resolution withindefined service level agreements.
- Abilityto provide tier 1 support for a Windows-based desktop environment, includingcommon desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and ActiveDirectory.
- Ability to provide tier 1 supportfor iOS-based mobiledevices, including commonmobile-based applications such as email, Microsoft365, and authenticationapplications.
- Configure and deploy PCs, laptops, printers, mobile phones, tablets,and other desktop IT assets.
- Interact with network team and application development teams to restoreservices and/or identify and correct issues.
- Simulate or re-create user problems to resolve incidents.
- Recommend systemmodifications to reduceuser problems and serviceincidents.
Qualifications
Required Experience: At least three (3) years of experience in the following:
a. Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management;
b. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;
c. Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;
d. Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
e. CompTIA A+ certified
Preferred Experience: At least three (3) years of experience in thefollowing:
a. Endpoint protection and management toolssuch as CiscoAMP, Absolute, or HP SureClick;
b. IT asset management andtracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
Required/Desired Skills
Candidates must have ALL the "Required" skills in order to be considered for the position. "Desired" or "Highly Desired" skills are a PLUS but may NOT be required.
Skill Matrix
| Experience with Business workflow processes | Required / Desired | Amount | of Experience |
| Providing help desk support for the Windows operating system, Windows-based applications and databases, and AD account management; | Required | 3 | Years |
| Providing help desk support for iOS devices, iOS-based applications, and iCloud account management | Required | 3 | Years |
| Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets | Required | 3 | Years |
| Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix | Required | 3 | Years |
| CompTIA A+ certified | Required | 0 | |
| Endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick | Highly desired | 3 | Years |
| IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix | Highly desired | 3 | Years |
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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