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Desktop Support Technician

Marathon TS Washington, DC

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Marathon TS is seeking Tier 2 Desktop Support Techs to support DOJ in Washington, DC.

Required:

  • Have a Bachelor's degree in IT or closely related field.
  • Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.
  • Clearance: Must be able to obtain Position of Trust / Moderate Risk Background Investigation
  • MCP (Microsoft Certified Professional - currently: MDA-100), and CompTIA A+ or Network+ certification.
  • Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).
  • Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
  • Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.
  • Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
  • Ability to work individually and within a team environment with little supervision.

Responsibilities:

  • Provide 2nd level escalation support to the Tier 1 Help Desk.
  • Provide remote and on-site troubleshooting for hardware and software support.
  • Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.
  • Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
  • Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
  • Work with VIPs, providing a "white glove” service where necessary.
  • Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
  • Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
  • Track all work, inventory, and projects using a ticketing system
  • Provide assistance and participate on new project(s) testing and deployment/delivery.
  • Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
  • Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
  • Participate in project deployment.
  • Provide input and update knowledge base as necessary.
  • Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
  • Maintain an organized resource/hardware furnished storage room(s).
  • Document, update and close tickets according to defined service level agreement requirements.


 

Marathon TS

Marathon TS's Logo

Address

Washington, DC
USA

Industry

Technology

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