Additional Information:• The position will be based in the VA office and will require occasional travel to the DC office. Work outside of regular business hours will be required on a periodic basis.
Skills: ITIL; HARDWARE/NETWORK
JOB OVERVIEW:
Responsibilities
· Provide exceptional technical support and customer service and provide measurable results that demonstrate quality customer care and support
· Multi-task, prioritize, and organize all tickets, calls, and emails
· Utilize an incident management system for IMAC, Incident, Asset and Problem Management
· Responsible for creating, managing, troubleshooting, documenting and resolving incidents in a timely manner
· Meet or exceed all agreed upon Service Level Agreements
· Provide periodic status updates to customers and properly document incidents
· Support end-user standard workstation & laptop operating systems and software packages including but not limited to:
· All aspects of Windows 10 and O365/M365
· Install/uninstall, troubleshoot, service, and maintain approved software
· Support end-user server based software consisting of COTS and in-house titles
· Support audio-visual equipment for use in meetings, conferences, teleconferences and other gatherings
· Support mobile and landline telecommunication accounts, systems and hardware
· Record and/or maintain PCAOB tracked assets to ensure record accuracy and accountability
· Share knowledge by creating and maintaining procedural documents and technical instructions in the Service Desk team site
· Adhere to company and team-specific policies and procedures
· Other duties as assigned to ensure the smooth operation of the team and its interaction with OIT and end users
REQUIRED QUALIFICATIONS:
· Bachelor’s degree in Information Technology or a related field, or equivalent experience
· Minimum of 5+ years relevant experience
· Must be able to work the 11:00 am to 8:00 pm shift
· Experience with ServiceNow, Altris, SCCM, InTune, Office 365 and Azure AD a plus
· Strong customer service skills
· Detail-oriented, results-driven and process-oriented
· Outstanding reasoning capabilities & strong analytical skills
· Professional and effective verbal and written communication skills
· Familiarity with a variety of concepts, frameworks, best practices, and procedures within the IT Support Discipline:
· ITIL Framework
· HDI Best Practices
· Ability to support end user and, to a lesser degree, back-end computer, related hardware and peripherals
· IMAC, troubleshoot service, maintain and repair personal computers
· IMAC, server and network equipment with direct supervision of certified engineering staff
· Ability to work effectively with minimal instruction on day-to-day work and general instructions on new projects or assignments
· Ability to lift and carry 30 pounds for extended periods (As Required for Computer Moves, Receiving, and IT Asset Disposal)
· Flexibility after normal business hours and on weekends (as needed for systems maintenance, upgrades, projects or system emergencies)
Desired Qualifications
Experience with Dell and Lenovo workstation and laptop hardware platforms a plus
ITIL Foundations certification a plus
MOS certification a plus
ServiceNow certification a plus
HDI Service Desk Certification a plus
Experience with ServiceNow, Altris, SCCM, InTune, Office 365 and Azure AD a plus