Job Description :
Direct End Client: Washington Metropolitan Area Transit Authority
Job Title: Sr. Helpdesk Technician
Duration: Short Term
Start Date: ASAP
Location: Washington, DC
Position Type: Contract
Interview Type: Phone and in-person/Skype both
cBiz Requirement ID: WMT_HD212_AY

Required Skills:
Minimum 1 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, Project and Visio
Minimum of one (1) certification: Microsoft Exchange, ITIL (Information Technology Infrastructure Library), CompTIA A+ , HDI Certifications: HDM, HDA, CSS; MCP (Microsoft Certified Professional) MCSE, MCSA, MCDST, A+, HDI
An aptitude for providing positive customer service.
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 to accommodate a 24/7 shift, including rotating weekends and holidays
Displays courtesy and sensitivity
Manages difficult or emotional customer situations
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

Description: Washington Metropolitan Area Transit Authority (WMATA)

Preferred Skills:
Three technicians to Install a minimum of three PC(s) per day per technician according to SOP requirements
One Technician to perform overnight data transfer services and other PC Replacement support tasks
Perform pre-appointment calls to customers to discuss the software application requirements and replacement preparedness.
Arrive on time for all installation appointments.
Replace IT equipment in an efficient, knowledgeable manner leaving the customer totally satisfied with all restored services.
Open tickets to reflect all work performed.
Provide on-site Windows8.1 and Office 2013 support at various WMATA locations.
At the close of every installation, perform the Customer Satisfaction QA survey as instructed.
Close tickets when the work has been completed.
Properly retrieve and store all surplus equipment according to SOP requirements.
Obtain signed Property Transfer Requests (PTR) and Customer Satisfaction checklists on every installation.
Store PTRs in designated envelopes for tracking and safekeeping.
In the event of a cancellation, call the Technical Team Lead to get a new assignment.
In the event of a customer no-show, call the Technical Team Lead to inform him/her of the failed appointment and get a new assignment.
Follow standard operating procedures.
Perform any additional duties as needed or assigned

V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states:AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant. Please share my contact information with others working in Information Technology.
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