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Service Desk Technician

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Job Description

Title: Service Desk Technician

Type: 6+ Month’s contract

Location: Washington, DC 20004

Must Have:
Active Directory, Windows, Technical support, Microsoft office

Job Description:                             

The IT Service Desk role primary responsibility is to provide outstanding IT customer support. This position is responsible for all inquiries from start to finish. (From phone to desk side support). Strong communication skills will be crucial as this position will answer inbound phone calls, draft emails, and speak in person with customers desk side.

 

Technical and End-User Support (80%)

 

•               Respond to and resolve second/third level computer support and troubleshooting requests escalated through the Carlyle Service Desk staff or manager in a manner consistent with IT department policies and procedures.

•               Diagnose hardware, software, and operator problems and take appropriate remedial actions and document installation and configuration procedures.

•               Record equipment upgrades and swap-outs to ensure the accuracy of the company’s computer equipment inventory.

•               Recommend necessary hardware and software solutions in response to business requirements and within budgetary contractions.

•               Provide Meeting and Conference room assistance and setup

•               Perform other related duties as reasonably assigned.

•               Work closely with the IT engineering team in transitioning new systems or upgrades to the production environment.

•               Document issues and resolutions addressed in Service Desk Knowledgebase

•               Document installation and configuration procedures for supported systems and applications

•               Compliance and Audit (10%)

•               Ensure IT Operations complies with all the IT defined policies and procedures.

•               Follow company policies and procedures for SLA’s

•               Compliance and Audit (10%)

•               Ensure IT Operations complies with all the IT defined policies and procedures.

•               Follow company policies and procedures for SLA’s

Qualifications:

•               Proven experience troubleshooting network and PC hardware and software in a mixed Windows network environment.

•               Experience in working with C-Level executives and providing White-Glove service

•               Relevant college degree and MS Professional/ A+ certifications or equivalent.

•               MCSE certification preferred

•               ITIL certification preferred

•               4+ years of progressive relevant experience in a corporate LAN environment.

•               Proven ability to complete tasks independently and under pressure.

•               Strong problem-solving skills

•               Ability to work effectively in a dynamic environment and respond efficiently to changing priorities especially under pressure.

•               Ability to communicate with users having a wide variety of computer skills and assess the criticality of problems and prioritize accordingly to ensure that the most important problems are resolved promptly.

•               Excellent customer service and communication skills. Must be willing to interact with members of the business and communicate effectively with IT Department.

•               Must be comfortable working independently as well as interacting effectively in a team environment.

•               4+  years’ experience working with servers and workstations in a Windows Operating System platform.

•               Ability to work effectively with 3rd party vendors and partnerships to ensure Carlyle’s expectations are being met.

•               Working knowledge of networking concepts and implementation.

•               High degree of professionalism.

•               Acute attention to detail.

•               Flexibility to be on call when necessary

 

Education:

•               University degree in technology or relevant IT work experience.

•               ITIL or MCSE desired but not required

•               Position Specific Technical Requirements:

•               Demonstrated proficiency with Microsoft Office Products

•               Demonstrated proficiency with Microsoft Windows Operating System (Windows 10).

•               Demonstrated experience building and managing workstation images to standardize software across Carlyle hardware

•               Demonstrated proficiency with Microsoft Active Directory

•               Demonstrated proficiency with desktops, laptops, iPads, iPhones.

•               Demonstrated proficiency with Zoom, Webex, and other meeting platforms

•               Proven ability to complete tasks independently and under pressure.

•               Excellent customer service skills.

•               Strong problem-solving skills.

•               Strong leadership skills

•               Ability to communicate with individuals of various levels of technical knowledge

•               Good attitude, positive, and willing to learn

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