Job description

2+ years of experience preferred

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
1 year(s) with 2+ years of experience preferred.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Knowledge/Skills:

Demonstrates some abilities and/or a proven record of success with identifying and addressing client needs:

• Assisting end users with hardware and desktop requests and technology issues, including talking with them to understand, diagnose, and resolving the issues;
• Escalating issues that cannot be resolved to other teams, and documenting accurate information;
• Using judgment and mitigating or resolving escalations from end users, including partners, independently;
• Advising end users on how to use technology tools to solve business problems;
• Teaching end users how to better use technology, including sharing best practices, tech hacks, and communicating technical information to end users at varying skill levels;
• Understanding operating systems (Windows and Mac) and applying advanced troubleshooting skills, outside of documented processes, to resolve end user and office infrastructure (servers, AV, printers, network and kiosk) issues;
• Imaging and deploying PCs and other technology peripherals to end users in the office and remotely;
• Performing office floor walks to proactively identify technology issues and taking action to drive resolution;
• Performing printer toner changes;
• Enabling end users to have successful meetings by testing technology in advance and assisting when issues arise;
• Keeping IT ticketing management system updated;
• Identifying and delivering continuous process improvements for positive end user experience through process simplification, automation and issue elimination;
• Using data analytics to detect patterns in tech support issues and requests and implementing solutions to prevent recurring issues and automating recurring requests;
• Collaborating with other technology teams and troubleshooting, while diagnosing and resolving office infrastructure issues;
• Collaborating with other technology teams and performing configuration changes and testing as part of routine office infrastructure maintenance;
• Maintaining end user facing and internal technical documentation with high degree of accuracy;
• Exercising judgment in knowing when to make an exception to a process or policy for business reasons;
• Independently prioritizing your work and monitoring your productivity and end user satisfaction results and leading self to achieve targets;
• Processing assigned service incidents and requests to achieve key performance metrics;
• Displaying an interest in innovation and commitment to continuous learning; and,
• Grasping new technologies quickly and sharing knowledge.

Travel Requirements

Up to 20%

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Washington, DC 20001: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Help Desk Support: 2 years (Required)
• Apple Desktop Support: 1 year (Preferred)
• Desktop support: 2 years (Required)
• Customer service: 2 years (Required)
• Technical support: 2 years (Required)

Work Location: One location

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