IT Support Specialist providing after - hours IT support and technical guidance at Deloitte. Collaborating with functional teams to meet user service requirements and ensure smooth IT operations.
CS
Hybrid Senior Help Desk Technician
Posted 2 months ago
About the role
- Senior Help Desk Technician providing Level 1-2 IT support and AV/Adobe Connect setup for EOUSA at CGS.
Responsibilities
- Fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users such as senior management, attorneys, support staff, contractors, and associated systems for EOUSA
- Backup/Restoration admin/support
- File Server support
- User Account/Mailbox administration
- Software/Hardware installation
- Handheld device installation/troubleshooting/support
- Remote User setup/support/troubleshooting
- End-user training and desk-side training for new employees
- Creation of procedural documentation and spreadsheets/databases for tracking
- Record and update IT-related tickets utilizing ITIL and create Incident work-log entries
- Maintain Account Management forms for new and departed users
- Produce reports, trending analysis, service level reporting
- Conduct and maintain IT inventories
- Set up and support conference and training rooms including A/V and online meeting sessions
Requirements
- One year or more Adobe Connect or related online meeting center set-up experience.
- ITIL Foundations certification
- Change Management experience
- Active DOD clearance of Level 6 Public Trust or above
- Backup/Restoration admin/support
- File Server support
- User Account/Mailbox administration
- Software/Hardware installation
- Handheld device installation/troubleshooting/support
- Remote User setup/support/troubleshooting
- End-user training
- Creation of procedural documentation
- Creation of spreadsheets/databases for tracking purposes
- Record and update required information for all IT-related tickets utilizing ITIL
- Creation of Incident work-log entries
- Accurately answer user support questions of software and hardware in the EOUSA office environment
- Maintain Account Management forms for new and departed users per Government policy and procedures
- Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices
- Conduct and maintain accountable IT inventories using spreadsheets
- Provide desk-side training for new employees and staff
- Set up and support conference and training rooms for presentations
- Utilize online meeting applications such as Adobe Connect
Benefits
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
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