The AM Agency
Senior Desktop Support Technician

Senior Desktop Support Technician

VIP User Advanced Technical Support

This position will require you to support VIP users. Excellent customer service is required.

Main Job Tasks and Responsibilities

  • Advanced Outlook Email Support
  • Operational support and troubleshooting of enterprise installations of WLAN/LAN specifically Cisco switches, Cisco VoIP, Cisco WLAN
  • Lincpass Support
  • Broadband Card and Wireless Connectivity
  • Advanced Printing needs
  • Advanced MS Office Application Support
  • Supported BYOC / BYOD
  • 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 help desk interactions
  • Redirect problems to appropriate resource
  • 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

  • College degree in related technical / business areas or equivalent work experience
  • Experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines
  • Advanced MS Office Application Support
  • Experience with mobile devices
  • Experience with network printing
  • Experience with DNS, TCP/IP, DHCP
  • Cisco network equipment
  • Experience in customer service a must
  • 4 year degree or industry certifications such as A+, CCNA, MCSE, etc.
  • 4+ yrs of End User support
  • PUBLIC TRUST, US Citizen, Clean Background (financial and criminal)

Knowledge, Skills and Abilities:

  • Excellent problem solving / analytical skills and knowledge of analytical tools
  • Excellent written and verbal communication skills
  • Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
  • Knowledge of ITIL, Six Sigma, CMM and/or other relevant methodologies.
  • PowerShell scripting a plus.
  • Knowledge of VOIP/ MAC OS a plus
  • Ability to diagnose and resolve complex technical problems.

Must be able to lift 50lbs. or more, stand on feet long hours.

Job Category: IT
Job Type: Full Time
Job Location: Washington DC

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