Location; Rockville, MD
Support and perform maintenance on the end-user computer environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our client's internal IT Service Desk operations. Support and administer our client's printers, phones, conference rooms, and related equipment. Tasks include end user support of applications and hardware, performing PC maintenance, upgrades and configurations.
As part of your daily responsibilities, you will be required to work both in-person and over the phone with end-users. The ability to shift gears and work on multiple technologies on a daily basis will be critical to your success, as will the ability to work successfully with non-technical users.
" Monitor and respond quickly and effectively to requests received through the Service Desk ticket system
" Prioritize tickets based on need and criticality
" Escalate tickets into problems with the senior IT staff.
" Work with end user software applications and provide assistance in configuration and use
" Assist with on-boarding and orientation of new users
" Document end-user process and procedure
" Setup, configure and maintain operation of all end-user IT equipment, including printers, computers, AV equipment, peripheral devices, mobile devices and tablets
" Maintain inventory by conducting physical inventories and updating our client' s asset tracking system
" Troubleshoot and repair (or arrange for repair) of desktop computers and laptops
" Work hands-on with A/V and conference room equipment
" Image and re-image workstations as needed
" Must possess strong verbal, written and interpersonal skills
" Must be resourceful and be able to take initiative in dynamic environment
" Microsoft Windows 10 desktop operating systems
" Microsoft Office 2016 suite
" Mobile devices/tablets (iOS, Android, Windows Mobile)
" Familiarity with network troubleshooting
" Knowledge of TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc.)
" Knowledge of Active Directory concepts and administration
" Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
" Ability to multi-task in a fast-paced environment
" Provide resolution for escalated service tickets
" Work with clients to evaluate and solve technical problems
" Evaluate existing systems and/or user needs to analyze, design, recommend, and implement system changes
" Configure and support internal networks
" Develop and maintain all systems, applications, security, and network configurations
" Recommend upgrades, patches, and new applications and equipment
" Maintains a log of completed work using an incident-tracking application
Preference will be given to candidates with the following skills:
" Zendesk Experience
" Mac OSX knowledge
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required throughout the day to sit for periods of time, use hands and fingers to handle and feel, and talk or hear in response to end-user inquiries. Daily requirements include the ability to stand, walk, reach with hands and arms and stoop, kneel, crouch or crawl required to lift between 10 and 25 pounds. Occasionally, the employee will be required to lift up to 50 pounds. Specific vision requirements for the job include close vision (at 20 inches or less) and color vision.