Senior Help Desk Technician
Company: Computer World Services Corp. (CWS)
Location: Washington
Posted on: May 27, 2023
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Job Description:
Company Overview
Computer World Services Corp (CWS) provides comprehensive Mission
Critical and Enterprise Information Technology services and support
to the Federal Government. CWS strives to promote a work
environment where our professionals feel empowered, engaged, and
part of a family. Our corporate culture embraces diversity,
nurtures professional growth, and rewards hard work. CWS seeks
motivated, client-focused individuals to join our growing
organization.
This position will support the mission of Office of Financial
Research (OFR) within the Department of Treasury. OFR supports the
Financial Stability Oversight Council (FSOC) in promoting financial
stability by: collecting data on behalf of FSOC; providing such
data to FSOC and member agencies; standardizing the types and
formats of data reported and collected; performing applied research
and essential long-term research; developing tools for risk
measurement and monitoring; performing other related services;
making the results of the activities of the OFR available to
financial regulatory agencies; and assisting such member agencies
in determining the types of formats of data authorized to be
collected by such member agencies.
Job Description
CWS is seeking a Senior Help Desk Technician to manage the
performance of the OFR Help Desk and desk side services to users.
The Senior Help Desk Technician will provide day-to-day oversight
of the Service Desk staff to ensure efficient and timely first and
second level support are achieved in line with the contract, and
that customer expectations are met or exceeded. Responsible for
establishing relationships with other IT functional areas,
identifying areas of improvement, and developing a monthly metrics
program. Responsible for the technical direction, leadership,
training, mentoring and performance of staff. Coordinates with
vendors, stakeholders, or clients.
Job Requirements:
Key Tasks and Responsibilities
---Perform first call resolutions for common issues, customer
training, and advanced troubleshooting and support.
---Troubleshoot, resolve and provide solutions to end-user problems
involving laptops, tablets, smartphones and standard
software/applications.
---Analyze software and business applications; troubleshoot
issues.
---Respond to issues and requests remotely, over the phone, via
email or in-person.
---Follow up with customers ensuring their issues and requests are
resolved.
---Ability to work cooperatively and independently to research and
document issues and solutions.
---Ability to work collaboratively with multiple enterprise teams
to provide complete support to the end user.
---Walk customer through problem-solving process.
---Image information systems using the government-provided
operating system image.
---Provide onboarding and provisioning of new accounts and
deprecation for users departing the organization.
---Assist with support for video / audio conferencing systems
including Zoom and Teams. Investigate faults and recommend further
actions to rectify.
---Facilitate mapping and troubleshooting user access to shared
network resources.
---Support mobile device requests, issuance, accountability,
troubleshooting, and retrieval.
---Install, configure, and troubleshoot common Network Protocols,
to include, but not be limited to, TCP/IP and wireless
protocols.
---Will utilize Government approved tools to accurately report,
document, administer, and resolve customer issues.
---Government-provided tools include, but are not limited to, the
following:
---Jira and ServiceNow for ticket submission, tracking, and
routing
---Microsoft SharePoint as a knowledge management repository for
SOP's.
---Assist in the professional and technical development of the
team.
---Initiate and engage 3rd party vendors to resolve issues when
necessary.
---Participate in after-hours support rotation.
---Other service desk duties as assigned.
Education & Experience
---Bachelor's Degree desired.High School diploma required
---7-10 years of IT operations experience.Relevant experience
and/or certifications may be substituted for degree
requirements.
---Advanced level of experience with Active Directory, Windows
Server and Workstation operating systems (Windows 10/11, Server
2019)
---Experience with Microsoft Configuration Manager Console (SCCM)
and client deployments (MS Intune a plus)
---Experience supporting an Office 365 environment, including
Teams
---Experience supporting an iPhone environment with MDM
solutions
---Experience supporting a VMware Horizon VDI environment
---Knowledge of remote desktop connectivity (i.e. BeyondTrust
Remote Assistance, Microsoft RDP, VPN)
---Must possess a motivated and team player work ethic
---Excellent communication, writing, and interpersonal skills
Certifications
Security Clearance
Other (Travel, Work Environment, DoD 8570 Requirements,
Administrative Notes, etc.)
---N/A
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Job Snapshot
Employee Type Full-Time
Location Washington, DC (Onsite)
Job Type Government, Information Technology, Other
Experience Not Specified
Date Posted 05/08/2023
Job ID 3904/2758/17369
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Keywords: Computer World Services Corp. (CWS), Washington DC , Senior Help Desk Technician, Professions , Washington, DC
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