Job Description :
Direct End Client: Washington Metropolitan Area Transit Authority''s (WMATA)
Job Title: Helpdesk Tech Tier II
Duration: 12+ Months
Start Date: ASAP
Position Type: Contract
Interview Type: Phone/ Skype/ In-person
Requirement ID: WMT_HD827_DC


The Washington Metropolitan Area Transit Authority''s (WMATA) Department of Information Technology (IT

Face-to-face desktop support to WMATA internal customers ( which will include local travel
Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone ¿ Troubleshoot and triage service requests face to face and/or via remote access
Resolve service tickets or escalate to other support entities as needed and within SLA
Perform incident management to ensure trouble tickets are addressed in a timely fashion
Support WMATA PC Refresh Program: replacing old computers with new computers provided by WMATA; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
Support computer and peripheral moves for customers moving offices or cubicle locations
Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides WMATA standard Enterprise application and/or WMATA customized application support.
Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent
Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
Act as escalation point for the Tier 1 support.
Troubleshoot desktop, laptop, printers when needed
May be responsible as "primary" support analyst for WMATA custom Applications.
May be responsible as "primary" support analyst for WMATA standard Enterprise Applications.
Provide IT equipment support during special services like Inauguration and Operations Command Center support
Provide IT equipment removal and disposal services
Contribute two technical articles per week to knowledge base.

Required Skills:
Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
Dell Certified Technician ¿ ITIL (Information Technology Infrastructure Library)
Minimum 3 to 5 years of experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
Demonstrate expertise in Microsoft operating systems.
Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
Experience with Microsoft Exchange ¿ An aptitude for providing positive customer service.
Experience within a Desktop Helpdesk.
Good communication, problem solving and technical writing skills.
An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
Flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage
Displays courtesy and sensitivity
Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone ¿ Meets all commitments
Responds promptly to customer needs
Solicits customer feedback to improve service
Use internal knowledgebase on every interaction
Provide knowledgebase content on a weekly basis
Submissions must include a valid email address

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Client : Washington Metropolitan Area Transit Authority's (WMATA)