Job Description
A Bachelor’s or Higher Degree is the minimum entry required for the position

  • Total Experience: 3.00 to 10.00 Years
  • No of Openings: 1
  • Job Post Date: 19/02/2021
  • Job Expiry Date: 24/03/2021
  • Domain: IT
  • Location: HERNDON [United States]

Job Summary

Senior Desktop person to support Digital Workplace. The Level 2 Support person¿s role is to ensure proper computer operation, including triage of network and backend IT incidents, so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in person, hands on help at the desktop level.
In your role, you will,
¿        Follow up on requests and incidents.
¿        Receives, analyze and submit requests from the business.
¿           Service coordination between different IT teams.
¿        Technical skills required to perform troubleshooting and help in resolutions.
¿        Creation of documentation related to IT infrastructure
¿        Excellent Level 2 troubleshooting skills.
¿        Provide suggestions for continual improvement.
¿        Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
¿        Deploy pre packaged software as needed using automated deployment tools (SCCM).       
¿        Collaborate and work with virtual teams across North America and Europe.
¿        Research solutions through internal and external knowledgebase as needed.
¿        Test fixes to ensure problem has been adequately resolved.
¿        Perform post resolution follow ups with Level I Technicians as required.
¿        Deploy desktops, Laptops, Tablets and Printers. `
¿        Provide support for Video Teleconference and Collaboration tools like Cisco Webex/Jabber.
¿        Perform AD password resets and On Call Support on Critical/Emergency situations. Service desk will address after hours calls in most cases.
¿        Provide Support for Barcode Printers and industrial scanners 
As our ideal candidate,
¿        Qualification: IT background education and 4 + years IT experience.
¿        Comfortable communicating with all levels of the organization.
¿        Excellent customer focus mindset.
¿        Exceptional customer service orientation and communication.
¿        You have a good knowledge of Microsoft Office and G Suite tools.
¿        You have experience with cloud solutions (Google).
¿        You have Service Now knowledge.  
¿        You have good analytical skills, planning, problem solving, and good interpersonal skills.
¿        You show an open mind and a great ability to work as a team player.
¿        You have a positive attitude and are perseverant along with good organization skills.
¿        You have the ability to work under pressure, when is required.
¿        Experience working in an ITIL driven environment and working knowledge of ITIL principles and processes.
¿        Ability to effectively prioritize and execute tasks in a high pressure environment.

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