The Senior Service Desk Technician provides technical support to staff experiencing computer and software issues, focusing on Windows desktop applications and applications developed internally or by vendors. This role serves as the initial point of contact for troubleshooting hardware and software problems, ensuring timely resolution and accurate documentation within defined service level agreements. The position requires on-site reporting to an office in Washington, D.C.
Location: Washington, United States,
Responsibilities:
- Respond to service requests and incidents via phone, email, or web portal.
- Accurately enter information into the ticketing system and manage tickets to resolution within SLAs.
- Provide Tier 1 and Tier 2 support for Windows-based desktop environments, including Microsoft 365 and Adobe applications.
- Manage user accounts and Active Directory.
- Provide Tier 1 and Tier 2 support for iOS-based mobile devices, including email, Microsoft 365, and authentication applications.
- Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
- Interact with network and application development teams to restore services and correct issues.
- Simulate or recreate user problems to resolve incidents.
- Recommend system modifications to reduce user problems and service incidents.
Required Skills & Certifications:
- 5+ years of experience providing help desk support for Windows operating systems, Windows-based applications, databases, and AD account management.
- 5+ years of experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management.
- 5+ years of experience configuring, imaging, and deploying Windows-based laptops, printers, and desktop assets.
- 5+ years of experience with workflow management applications (e.g., ZenDesk, ServiceNow, Ivanti, BMC Helix).
- ITIL v4 Foundation certification.
- CompTIA A+ certification.
Preferred Skills & Certifications:
- Experience with endpoint protection and management tools (e.g., Cisco AMP, Absolute, HP SureClick).
- Experience with IT asset management and tracking tools (e.g., Oomnitza, ServiceNow, Ivanti, BMC Helix).
Special Considerations:
- This is a hybrid position requiring regular on-site reporting to an office in Washington, D.C., based on project needs.
Scheduling:
- Not specified.
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