Position: Service Desk Technician I
Location: Washington D.C.
Clearance Required: Public Trust

THE OVERALL PURPOSE OF POSITION:
The purpose of this position is to provide level 2 technical assistance to end-users, as well as remote users, track issues in order to rectify user issues, document solutions or escalate to other technicians as needed.

SCOPE OF WORK
The position’s SCOPE OF WORK include the following:
• Provide basic phone/email/walkup support to internal and external users.
• Provide basic troubleshooting to users attempting connecting to the network remotely (Citrix, SSL VPN).
• Support Level II Service Desk Technicians in user training tasks.
• Assist in creation, update and removal of user accounts.
• Troubleshoot basic network/connectivity issues.
• Manage loaner devices (check-in/checkout).
• Work with Level II Service Desk Technicians to deploy software as needed via automated system.

QUALIFICATION AND EXPERIENCE: Years of Experience
• Basic computer expertise 3-4 years.
• Microsoft Office Application Suite 2-3 years.
• Microsoft Windows 7/8 Experience
• OSX\iOS\Android Experience
Education:
• Associate’s degree
NOTE: In addition, this is the desired experience.
• Customer service experience.
• Experience installing Windows and Building/Repairing PC’s.

SPECIAL SKILLS:
• Basic Computer skills and application software understanding.
• Ability to use ticketing system, Ghost and remote tools.
• Ability to lift equipment up to 50 lbs.
• Preparing and delivering information in a concise and professionally written format
• Preparing and presenting information to staff in a formal and informal setting.
• Working in teams
• Developing and/or creating new more effective procedures or approaches to helpdesk issues.
• Analyzing and developing solutions to problems
• Providing quality and detail oriented technical support.
• Providing timely and high quality customer service and support to end users.
• Excellent interpersonal and communication skills.

Bailey Information Technology, LLC

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Service Desk Technician I