The AM Agency
ITS Technician

ITS Technician

Main Job Tasks and Responsibilities

  • respond to requests for technical assistance in person, via phone, electronically
  • diagnose and resolve technical hardware and software issues
  • research questions using available information resources
  • advise user on appropriate action
  • follow standard call center procedures
  • log all customer interactions
  • redirect problems to appropriate resource if necessary
  • identify and escalate situations requiring urgent attention
  • prepare status reports
  • stay current with system information, changes and updates
  • support moving of technical hardware
  • create/delete/modify Active Directory user accounts
  • create email accounts

Education and Experience

  • working knowledge of Windows 7, Office 2007
  • experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines
  • experience with network printing
  • experience with DNS, TCP/IP, DHCP, Cisco or Juniper VPN software
  • experience in customer service a plus
  • 2 year degree/ A+, N+, MCP a plus
  • 2 yrs to 3 yrs of End User support
  • PUBLIC TRUST, US Citizen, Clean Background (financial and criminal)

Key Competencies

  • oral and written communication skills
  • learning skills
  • customer service orientated
  • problem analysis
  • problem-solving 
  • adaptability
  • planning and organizing
  • attention to detail
  • stress tolerance
  • able to lift and carry at least 30 lbs. continuously
  • able to lift 50 lbs. occasionally
  • able to walk half a mile to a mile daily and climb stairs

able to stand on your feet for 3 or more hours at a time

Job Category: IT
Job Type: Part Time Temporary
Job Location: Washington DC

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