Service Desk Technician

Position Title & Code: ervice Desk Technician

Location: Washington DC

Complete Description:

The Service Desk Technician Journeyman provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the OCFO and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Duties & Responsibilities:

• Respond to service requests and service incidents reported by OCFO staff via phone email or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
• Ability to provide tier 1 support for a Windowsbased desktop environment including common desktop applications such as Microsoft365 and Adobe as well as managing user accounts and Active Directory.
• Ability to provide tier 1 support for iOSbased mobile devices including common mobilebased applications such as email Microsoft365 and authentication applications.
• Configure and deploy PCs laptops printers mobile phones tablets and other desktop IT assets.
• Interact with network team and application development teams to restore services and/or identify and correct issues.
• Simulate or recreate user problems to resolve incidents.
• Recommend system modifications to reduce user problems and service incidents.

Required Experience: At least three (3) years of experience in the following:

• Providing help desk support for the Windowsoperating systemWindowsbased applications and databases and AD account management;
• Providing help desk supportfor iOS devices iOSbased applications and iCloud accountmanagement;
• Configuring imagingand deploying Windowsbased laptops printers and desktop assets;
• Workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix.
• CompTIA A certified

Preferred Experience: At least three (3) years of experience in the following:

a. Endpoint protection and management tools such as Cisco AMP Absolute or HP SureClick;

b. IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix.

Skill Assessment: (Please include the years of experience last used and brief description on skills below information is to be submitted along with the resume)

Skill

Required / Desired

Amount of Experience

Short Brief Description

Project

Experience providing help desk support for the Windows operating system Windowsbased applications and databases and AD account management;

Required

3 years

Experience providing help desk support for iOS devices iOSbased applications and iCloud account management;

Required

3 years

Experience configuring imaging and deploying Windows based laptops printers and desktop assets;

Required

3 years

Experience with workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix.

Required

3 years

CompTIA A Certification

Required

Experience with endpoint protection and management tools such as Cisco AMP Absolute or HP SureClick;

Desired

Experience with IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix.

Desired