Sirius Computer Solutions Sr. Helpdesk Technician Level II in Washington, District Of Columbia

Sr. Helpdesk Technician Level-II

Job Description

Force 3 is currently searching for aSr. Helpdesk Techniciantoprovideface-to-face desktop support to the clients' internal customers (which may include local travel). Technician must be available to work rotating shifts that span 24 x 7 x 365.

But first, who is Force 3? Force 3 is THE network security company. We provide infrastructure services to design, deploy, support and maintain our clients’ technology needs. This includes collaboration, compute and wireless.

Job Type: Contract

Job Location: Washington, DC

Required education: Associate

Required experience: Help Desk / Call Center environment,

MCSE, A+, MCDSTpreferred: 3 years

Description of Duties:

  • Must possess and use a reflective safety vest (fluorescent orange) during all off-site customer visits
  • Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
  • Troubleshoot and triage service requests face to face and/or via remote access
  • Resolve service tickets or escalate to other support entities as needed and within SLA
  • Perform incident management to ensure trouble tickets are addressed in a timely fashion
  • Support the PC Refresh Program: replacing old computers with new computers; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
  • Support computer and peripheral moves for customers moving offices or cubicle locations
  • Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
  • Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides standard Enterprise application and/or customized application support.
  • Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
  • Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
  • Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
  • Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
  • Act as escalation point for the Tier 1 support.
  • Troubleshoot desktop, laptop, printers when needed
  • May be responsible as "primary" support analyst for custom Applications.
  • May be responsible as "primary" support analyst for standard Enterprise Applications
  • Provide up to 15 hours of phone support weekly
  • Use knowledge base, as instructed, on every customer interaction
  • Provide three knowledge base articles each week
  • Adhere to all customer's policies and procedures
  • Provide imaging services as requested.

Requirements

  • Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
  • Dell Certified Technician
  • ITIL (Information Technology Infrastructure Library)
  • Minimum 3 to 5 years’ experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
  • Demonstrate expertise in Microsoft operating systems.
  • Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
  • Experience with Microsoft Exchange
  • An aptitude for providing positive customer service.
  • Experience within a Desktop Helpdesk.
  • Good communication, problem solving and technical writing skills.
  • An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
  • Flexible working hours – 5 days per week, 6:00a.m. – 7:00pm, rotating on-call support for evenings, weekends, and holidays.
  • Displays courtesy and sensitivity
  • Manages difficult or emotional customer situations
  • Meets all commitments
  • Responds promptly to customer needs
  • Solicits customer feedback to improve service
  • Use internal knowledge base on every interaction
  • Provide knowledge base content on a weekly basis
  • Flexible working hours to accommodate a 24/7 shift, including rotating weekends, split daysoff, and holidays

Force 3 is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. U.S. citizenship is required for most positions and selected applicants will be subject to a background check and/or government security investigation.

Benefits you will receive:

  • Health, dental and vision coverage
  • 401(k)
  • 15 days PTO (vacation and discretionary leave)
  • Paid federal government holidays
  • Training reimbursement
  • Educational reimbursement

Force 3 is a Cisco Gold Partner, Cisco Master Security Specialization Partner, Cisco Master Network Support Specialization Partner, EMC Business Partner, VMware Premier Partner, Citrix Gold Solution Advisor, NetApp Platinum Partner, and Apple Value Added Reseller with offices in Crofton, MD and Herndon, VA.

Come join us and become the force behind Force 3!

Apply now!