IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
About the role
- Service Desk Administrator providing technical support for DOJ EOIR in Falls Church, VA. Managing service desk operations and assisting users with IT hardware and software issues.
Responsibilities
- Monitor and answer service desk calls and emails to assist customers requiring technical support;
- Handle calls, emails, and tickets assigned prior to escalating to other teams or leadership
- Add detailed work notes to all assigned tickets until resolved or escalated to another team;
- Provide status updates when requested
- Move, setup, and/or install IT hardware for customers
- Troubleshoot and repair/resolve various issues/requests for peripheral devices
- Install, troubleshoot and resolve software issues/requests and provide desk-side end user support when necessary
- Update and document inventory changes when necessary
- Complete other duties as assigned
Requirements
- Ability to obtain a DOJ Public Trust clearance (must be obtained prior to start date)
- A minimum of 1 year of professional experience in Information Technology or a directly related field, preferred
- Proven experience supporting enterprise hardware, software, and peripherals, specifically Microsoft Office products; and experience providing IT support to users via phone, email, and/or in person
- Knowledgeable with Microsoft Windows 10, basic networking concepts, PC hardware, and COTS software
- Experience working with a trouble ticket management system
- Proven excellence in written and verbal communication within a team and with end users, VIPs, team managers, and client managers
- Proven ability to perform job duties independently with minimal oversight, and ability to perform at a high level in a fast-paced, service-oriented environment
- Must be able to work an eight-hour shift between the hours of 6:00 AM to 8:00 PM as assigned
Benefits
- Health, Dental and Vision
- 401(k)
- Tuition Reimbursement
- Flexible Spending Account (FSA)
- 11 Paid Federal Holidays
- 3 weeks' Paid Time Off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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