Location
Rockville, MD | United States
Job description
Main Points
- Will be providing tier I and Tier II support
- Must have 2+ years experience
- 6 month temp position
- 20-25/hr.
Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions:
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Implement and support disaster recovery solutions.
- Serves as the Tier 1 and Tier 2 support for the computer user community.
- Responds to customers via phone, in person, and through remote support channels.
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
- System documentation to include system reviews and recommendations.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction.
- Ability to work in a team and communicate effectively.
- Escalate service issues that cannot be completed within agreed service levels.
- Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
- Maintain specific knowledge of the customer and how IT relates to their business strategy
- Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
- One year general experience.
- Ability to gain and/or maintain a Public Trust clearance.
It is required that the candidate hold one or more of the following certifications:
- - Foundation Certificate in IT Service Management (ITIL) v3 or higher
- - MTA: Microsoft Technology Associate
- - MCSA: Microsoft Certified Solutions Associate
- - MSCE: Microsoft Certified Solutions Expert
- - Apple Certified Associate
- – Mac Integration Basics (current or current -1 version)
- - Apple Certified Support Professional (current or current -1 version)
- - CompTIA A+ Certified Professional - CompTIA Network+ Certified Professional CompTIA Security+ Certified Professional - Jamf Certified Tech
- - Jamf Certified Expert
Job tags
Salary
