A014 SDT Senior

Advanced American Technologies, Inc

Job Location:

Washington, AR - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

We are looking for Service Desk Technician Senior(Min 5yrs Exp) HYBRID (Webcam interviews)

POSITION DESCRIPTION

DIRECT CLIENT Position

Number of positions: 1

Length: 7-19 Months (annual extensions)

Location: Washington DC 20024

Immediate interviews Webcam interviews ONLY

Service Desk Technician Senior
Hybrid position - will require on-site reporting to OCIO office

The Service Desk Technician - Senior 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 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 and tier 2 support for a Windows-based 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 and tier 2 support for iOS-based mobile devices including common mobile-based 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 re-create user problems to resolve incidents.
Recommend system modifications to reduce user problems and service incidents.

Required Experience: At least five (5) years of experience in the following:

a. Providing help desk support for the Windows operating systemWindows-based applications and databases and AD account management;

b. Providing help desk support for iOS devices iOS-based applications and iCloud account management;

c. Configuring imaging and deploying Windows based laptops printers and desktop assets;

d. Workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix.

e. ITIL v4 Foundation
f. CompTIA A certification

Preferred Experience: At least five (5) years of experience in the following:

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

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

Required/Desired Skills

Candidates must have ALL the Required skills in order to be considered for the position. Desired or Highly Desired skills are a PLUS but may NOT be required

Skill Matrix

Experience with Business workflow processes	Required / Desired	Amount	of Experience
Experience providing help desk support for the Windows operating system Windows-based applications and databases and AD account management;	Required	5	Years
Experience providing help desk support for iOS devices iOS-based applications and iCloud account management;	Required	5	Years
Experience configuring imaging and deploying Windows based laptops printers and desktop assets;	Required	5	Years
Experience with workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix.	Required	5	Years
ITIL v4 Foundation	Required	0
CompTIA A	Required	0
Experience with endpoint protection and management tools such as Cisco AMP Absolute or HP SureClick;	Desired	0
Experience with IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix.	Desired	0

We are looking for Service Desk Technician Senior(Min 5yrs Exp) HYBRID (Webcam interviews) POSITION DESCRIPTION DIRECT CLIENT Position Number of positions: 1 Length: 7-19 Months (annual extensions) Location: Washington DC 20024 Immediate interviews Webcam interviews ONLY Service ...