Job Summary
- Company
- Catapult Technology Ltd
- Location
- Washington, DC
- Industries
- Computer Hardware
- Computer Software
- Computer/IT Services
- Job Type
- Full Time
- Employee
- Job Reference Code
- 10942
Tier 2 - Deskside support Technician - Sr.
About the Job
Title: Sr. Desktop Support Technician - Tier 2
Location: Washington, DC
The Help Desk Technician will provide phone remote assistance and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and commercial and custom applications for mostly VIP users. He or she will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems
RESPONSIBILITIES:
-Answer correspondence from employees relating to computer problems and work on providing resolution.
-Document problems and resolutions worked on in a timely and efficient manner.
-Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
-Work with rest of Service Desk to keep accurate logs/inventory of all software and hardware.
-Assist the rest of IT staff with the further development and administration of the IT Service Desk function.
-Obtain customer feedback information.
-Effectively communicate customer issues and concerns to all applicable internal staff members.
-Document all contacts, actions, and responses in customer database.
-Organize and maintain file system; files correspondence and other records.
-Maintain working knowledge of products and/or services.
-Prepares reports and correspondence as needed.
-Performs other duties as assigned by supervisor.
REQUIREMENTS:
-5 years of related help desk or technical support experience
-ITIL Foundations Certification
-Ability to react to high priority problem calls, and interface with a variety of clients.
-Proficiency in Win XP, MS Exchange, SMS for OS deployment, management and software distribution, back-up and disaster recovery, client setups for Applications.
-Commitment to excellence and high standards.
-Strong organizational skills; able to manage priorities and workflow.
-Ability to work independently and as a member of various teams and committees.
-Ability to understand and follow written and verbal instructions.
-Acute attention to detail. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Outstanding customer service skills
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Location: Washington, DC
The Help Desk Technician will provide phone remote assistance and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and commercial and custom applications for mostly VIP users. He or she will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems
RESPONSIBILITIES:
-Answer correspondence from employees relating to computer problems and work on providing resolution.
-Document problems and resolutions worked on in a timely and efficient manner.
-Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
-Work with rest of Service Desk to keep accurate logs/inventory of all software and hardware.
-Assist the rest of IT staff with the further development and administration of the IT Service Desk function.
-Obtain customer feedback information.
-Effectively communicate customer issues and concerns to all applicable internal staff members.
-Document all contacts, actions, and responses in customer database.
-Organize and maintain file system; files correspondence and other records.
-Maintain working knowledge of products and/or services.
-Prepares reports and correspondence as needed.
-Performs other duties as assigned by supervisor.
REQUIREMENTS:
-5 years of related help desk or technical support experience
-ITIL Foundations Certification
-Ability to react to high priority problem calls, and interface with a variety of clients.
-Proficiency in Win XP, MS Exchange, SMS for OS deployment, management and software distribution, back-up and disaster recovery, client setups for Applications.
-Commitment to excellence and high standards.
-Strong organizational skills; able to manage priorities and workflow.
-Ability to work independently and as a member of various teams and committees.
-Ability to understand and follow written and verbal instructions.
-Acute attention to detail. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Outstanding customer service skills
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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Catapult Technology Ltd
