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Tier I Help Desk Support Technician

Dynamic Solutions Technology LLC Washington - DC - USA

May 06, 2022

Dynamic Solutions Technology, LLC , is a premier strategic services firm that meets IT and Service needs for commercial and government clients. We are is seeking a full-time Tier I Help Desk Support Technician to support government agency based in Washington, DC.

Responsibilities:

Responsible for providing first-tier support, consisting of technical and problem resolution support and consistently deliver superior support that results in positive customer experiences in a mission-driven organization

Technicians will troubleshoot and resolve issues with laptop PCs, portable monitors, portable printers, portable scanners, laptop docking stations, desktop PCs, PC projectors, color LaserJet printers, personal LaserJet printers, flatbed scanners, Canon high-speed scanning fax machines, government provided mobile devices

  • Accept user support tickets that come into the Help Desk via telephone, email or IT Support Ticket
  • Ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution
  • Assist end users and troubleshoot issues, ask probing questions, listen, and record data, capture details and actions performed in all customer tickets

    Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots

  • Provide customer follow up support for open, outstanding support requests and strive for a timely resolution

    Provides enhanced desktop and user support service to VIP customers

    Contributes knowledge and updated information to maintain the Desktop Support Standard Operating Procedures and Training manuals for support

    Follows an ITIL process to resolve incidents from beginning to end and has a very mature customer service outlook.

    Qualifications Requirements:

  • High Scholl Diploma or GED certificate
  • 0 to 3 years of relevant experience
  • At minimum, Security clearance/investigation of a Tier1/ National Agency Check w/Inquiries

    Preferred Qualifications and Skills :

    One or more of the following industry certifications is highly desired. Help Desk Institute CompTIA A CompTIA Network CompTIA Security MCSA: Windows 10 MCSE: Desktop Infrastructure MCDST: Microsoft Certified Desktop Support Technician ITIL Foundation

  • Have knowledge of commercial off-the-shelf applications , and networking.
  • Experience working in help desk ticketing platforms, type and document notes in real-time while engaged with the customer on the phone

    ITSM tools with experience in processes for Service Requests, Incidents, Change and Problem Management

  • Ability to work independently and as a team member
  • Ability to complete concurrent tasks
  • Ability to learn and apply technical concepts to assigned duties.
  • Excellent oral and written skills.
  • Excellent critical thinking skills.
  • Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.

    Job Details:

    Posted Date : 2022-05-06

    Job type : Full Time

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