Desktop Support Technician

Experience in Help Desk ticketing system (i.e. ITSM, Heat, Issue Track)

• Windows 7 and Office 2013, Outlook experience
• Blackberry/PDA trouble shooting including BES/BAS experience
• Remote management tool, remote dial-in, active directory administration or virtual private network experience
• Windows server components, including:
• Active Directory, Group Policy, SQL, & Exchange
• Background in business network troubleshooting, implementation, and VPN configuration o
• Experience working in a Customer Service environment
• Excellent writing and verbal communication skills
• Possess customer service, communication, problem-solving, analytical, troubleshooting, team work interpersonal, organizational, prioritization and multitasking skills
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Train computer users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Understand and apply the correct process depending on the customer and the business * Run reports to determine malfunctions that continue to occur.
• Lifting moderate weights, less than 50 lbs.
• Participate in internal meetings with Help Desk Team discussing status of projects and current issues.
• Work closely with the Help Desk Manager, Sr. Applications Analyst and other IT staff members when seeking answers to complex questions about user problems.
• Additional responsibilities of the Support role include:
• Identifying, troubleshooting, resolving, and documenting user system issues
• Maintaining customer satisfaction in every step of the service delivery.
• Installing, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client network environment
• Utilizing remote monitoring and management software to resolve client requests
• Documenting, reviewing, and improving existing or new procedures and workflows
• Responding to client support request tickets, calls, and emails:
• Assigning ticket severity
• Updating service work notes
• Prioritizing work to resolve complex support client issues
• Establishing a high level of personal credibility and building strong relationships
• Maintaining ownership of service tickets throughout the life span of the support request
• Collaborating with other Mode5 staff and vendor support resources to resolve requests
• Participating in ongoing personal training and attainment of technical certifications
• Ensuring the security of all configurations made on client systems
• Providing updates, status, and completion information to management

Preferred Qualifications:

• Active Secret
• Must have current CompTIA Security+ CE certification.
• B.S. Degree in Computer Science or equivalent job experience.
• MCSAMCSEMSTP certification Server 2008/Windows 7 or above
• ITILv3 Foundation Certification
• Microsoft SCCM experience (2-4 years)
• VMWare experience or VDI experience (2 years)
• 2-3 years of experience in a Support/Network Operations Center or Call Center in a military or government environment.

Job Type: Full-time

Required education:

• Bachelor’s

Required experience:

• Secret or Top Secret clearance: 5 years
• Security+ certification: 5 years
• Desktop Support: 5 years