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Technology Support Engineer

Company: Hansell Tierney
Location: Washington
Posted on: May 6, 2021

Job Description:

Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations and their national affiliates by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clientsrsquo unique needs. We are currently assisting our client with their Direct Hire search for a Technology Support Engineer. Our client is a mission-based organization focused on incubating and communicating new ideas, approaches, and products to further climate and clean energy priorities Duration FTE Location Washington DC Travel Some travel is required as the position supports multiple locations within the United States. Apart from training and conferences, as well as project implementation tasks, such travel is expected to be no more than 1 week every quarter. Ability to travel internationally is also a plus, but such travel would be rare. Must be able to pass a very extensive background investigation, including Criminal, Public Records and Credit Checks Summary The Technology Support Engineer is a key part of the technology team, reporting to the Manager, Technology Support Services. The primary focus for this position will be supporting the enterprise, with a secondary focus of executive support. This position is responsible for 24x7 operations of technology systems and solutions with the primary task of troubleshooting and responding to issues as they arise. They will be the first point of contact for the enterprise and will escalate to other team members as needed. They will need to own issues, incidents and solutions and drive them to a satisfactory resolution or completion. Responsibilities Respond to user calls emails regarding hardware, software, network other technical issues, correcting those problems whenever possible escalating when necessary. Maintain ownership and management of the overall resolution for any escalated case, even when cross-functional groups are involved. Preserve customer trust through integrity and accountability. Properly log all issues, ensuring troubleshooting steps resolution are documented thoroughly. Assist end-users in the advanced use integration of software products to address business needs. Maintain troubleshoot hardware, including printers, Macs PCs peripherals, switches, etc. Maintain inventory oversee asset management of all computer related hardware software. Responsible for creating maintaining user accounts, assigning licenses managing permissions group membership. Prioritize manage multiple open issues at any given time, keeping customers informed ensuring items do not fall through the cracks. Develop deliver training on various technologies, including the creation of user guides, leading lunch learns organizing in depth training sessions via third party vendors. Comfort aptitude presenting speaking in front of large groups is requisite. Provide accurate creative solutions to customer problems to ensure customer productivity. Provide project support leadership as required for a wide range of IT operational projects to enhance the quality or efficiency of support other services. Act as an escalation point, provide communication coordination with customers, IT stakeholders other internal or external partners for major incidents. Respond to, research resolve questions received via email, telephone calls in person in a professional timely manner. Manage audio visual control systems including setting up administering Video Conferencing solutions. Assist in the development execution of support plans for enterprise, divisional other related systems. Assist in the development continual refinement of various support processes SOPs. Escalate problems to appropriate individuals or groups based on established guidelines procedures. Provide service to customers after normal working hours, including weekends in accordance with established support guidelines. Perform other operational activities in support of systems maintenance. Qualifications To perform this job successfully, an individual must be able to perform each essential duty with a high degree of accuracy. The requirements listed below are representative of the knowledge, skill, or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelorrsquos degree, or equivalent combination of education, training experience is preferred Minimum of 6 yearsrsquo experience working in Information Technology proving a successful track record In depth knowledge of Windows desktop server operating systems, MacOS, Microsoft Office suite, business telephone systems, mobile phones broadband technologies In depth knowledge of a broad range of personal productivity tools for executives including but not limited to iOS, Android, emerging cloud-based productivity tools applications Intermediate knowledge of Azure Active Directory, SharePoint, Exchange management tools, Office 365, Intune supporting Windows based servers, basic computer information security networking technologies Microsoft Surface Hub support preferred Proficiency in JIRA trouble ticket management Familiarity with Asana Proficiency configuring, managing troubleshooting Mac devices Experience with operation troubleshooting of integrated AudioVisual systems including control Video Teleconferencing technologies Excellent documentation of issues, solutions, procedures all customer incidents requests Experience in roles requiring confidentiality, good judgment, dependability, flexibility, discretion, diplomacy, tact Strong organization attention to detail skills, ability to prioritize multitask Ability to function at times with minimal supervision demonstrate initiative in determining appropriate next steps Ability to establish maintain strong relationships with individuals at all levels inside outside of the organization Must have a proven track record of working in a dynamic, fast-paced environment, requiring a high level of attention to detail while maintaining focus on the big picture Must be able to pass Background Investigation including Criminal, Public Records Credit Checks Industry recognized technical certifications are a plus. This includes Microsoft, Cisco, A+ certifications Excellent customer service interpersonal skills Strong oral written communication skills (technical non-technical) Demonstrated problem-solving skills Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction standards Experience with consumer electronics Associated topics: business, cost efficient, industrial engineer, manufacturing engineer, methods engineer, project, sap, supply, supply chain

Keywords: Hansell Tierney, Washington DC , Technology Support Engineer, IT / Software / Systems , Washington, DC

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