A government agency is seeking a Help Desk - IT Technician to support their internal customers with technical support and manage independently the daily technical, operations and maintenance support services. This is accomplished by performing a variety of technical customer support involving the use of hardware, software, and networks, ensuring proper functioning of desktop hardware, software and servers, and completing administrative and technical duties. Familiarity with Service Desk (phone VoIP, chat, web and remote support) of users. Assist internal customers on the phone and installing new equiptment.

Responsibilities:

• Provides desktop support by taking calls, logging issues, troubleshooting network and user issues, adding and deleting users, installing hardware, software and peripherals, replacing devices, diagnosing problems, and providing support and training to end users.
• Provides technical support by reviewing work orders, identifying and correcting peripheral problems, completing basic network installation and troubleshooting.
• Complete customer support tickets promptly, providing concierge-level technical support, documenting resolutions to support requests, and escalating tickets as needed
• Communicates effectively with internal customers via phone and email, responding to all requests and concerns in a timely fashion. Explaining resolutions, answering questions, and providing professional advice as needed
• Ability to resolve incidents with desktops, laptops, printers, copiers, scanners, Wi-Fi, software and operating systems
• Create and follow procedures, documentation and reports
• Has general oversight of our hardware and software and all technical equipment
• Experience in PC imaging, deployment, troubleshooting, support and maintenance
• Experienced with a variety of workstation software and hardware including Dell, Surface Pros, Microsoft O365, SharePoint, OneDrive, Google Apps and Apple products
• Familiarity with MS Access Word Templates desired
• Experience with Cisco VoIP
• Install, maintain, and upgrade user software and hardware
• Troubleshoot and diagnose hardware, software and network problems
• Install, maintain, and upgrade network printers and copiers including Brother, HP, and Toshiba

• 
  Associate Degree helpful in Computer science or MIS
• One year of experience supporting users in the operation, maintenance, and implementation of software, hardware, and applications on multiple platforms, including desktop and/or laptop computers, networks, client/servers, enterprises or mainframes.
• Perform user account setup and maintenance
• Excellent communication and customer service skills

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