Help Desk Specialist

Washington, DC

SUMMARY:

Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. Recognized on the 2020 Inc. 5000 list of America’s fastest growing companies, we are always looking to hire top talent in the field - come join us today!

The Help Desk Specialist serves as a member of an enterprise Information Technology Help Desk staff providing technical expertise and effective customer service to ensure the prompt identification, prioritization, logging, tracking, and resolution of Service Incidents and Requests. Serves as a primary point of contact for all customer issues and queries. Uses listening, communications, and technical skills to meet customer requests and resolve customer or service issues. Coordinates technical support with higher levels of support. Ensures that all events are properly coordinated, monitored, logged, tracked, and resolved appropriately. May perform administration of help desk software. Provides accurate, consistent, and clear messages to end users on current issues, Incidents, Service Requests, and downtime, while maintaining a courteous, prompt, friendly, and proactive demeanor. Accountable for relevant acceptable quality levels.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Provide personalized remote, and when needed, one-on-one deskside support (e.g., end user support, basic end user training, asset management)

• Provide full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting, resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets

• Perform problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes

• Create or update knowledge base articles

• Provide basic support for audio/visual (A/V) and escalate break/fix of monitors and web cams in conference rooms

• Provide support for Microsoft Teams as well as teleconferencing, monitors and web cams on end users desks

• Provide basic support for voice over IP (VoIP) telephones

• Perform basic preventative maintenance on network printers to ensure optimal performance

• Perform basic photo copier support (e.g., paper jams, simple operating malfunctions and end user operating assistance such as faxing, printing, optical character recognition (OCR) scanning)

• Coordinate and manage installation, configuration, and removal of standard software and images on authorized hardware

• Ability to support the relocation of employees and authorized contractor personnel during scheduled office moves and business unit reorganizations

• Conducts technical refreshes of hardware and mobile devices

• Mobile device and remote access support includes technologies such as laptops, cell phones, tablets, security tokens, Wi-Fi, Bluetooth, hotspot, VPN and Citrix

• Train users on how to handle basic tasks; provide basic orientation explain how to do what it is the user needs to do or how to use a feature of a particular product or service.

• Perform new employee/contractor orientation to include issuing the new end user their authorized IT assets and provide an introduction, instruction, and reference materials to the new end users on IT products/services

• Perform asset and records management. Document, track, manage, and report on status of sensitive assets. Maintain paper and electronic copies of Custody sheets. Prepare IT assets for disposal to include sanitization, preparing forms, segregating equipment, etc.

• Ability to be flexible in the assigned work schedule (Monday – Friday 6:00 am to 7 pm) and participate in afterhours on-call support

• Ability to travel (< 5%) to cities outside the D.C area in order to provide end user support at remote offices/locations

SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES:

• Demonstrable experience supporting Microsoft Windows 10, Office O365 & MS Teams

• Apple iPhones, iPads and Windows tablets in an enterprise environment

• VoIP desk phones

• Familiarity with ServiceNow Ticketing System

• Familiarity with tools such as Windows Active Directory Users and Computers.

• Thorough knowledge and understanding of desktop PC management, hard disk management, imaging, data recovery, diagnostic tools, utilities and anti-virus tools.

• Working knowledge of installing new hardware (i.e. PCs both laptops and desktops, monitors, MFPs, printers, scanners, etc.)

• Working knowledge of remote access software

• Working knowledge of industry Service Desk processes and software

• Familiarity with supporting virtual desktop environments

• Experience creating professional Knowledgebase articles

EDUCATION, EXPERIENCE, & CERTIFICATIONS:

• Three plus (3+) years of experience+) years’ experience.

• Experience in a service desk, call center, or other support role providing problem resolution of systems and services

• Must possess strong communication skills to explain technical situations, present information, and provide training

• Knowledge of the Microsoft Office Suite, including MS Teams, and desktop applications required

• Requires proficiency with PC hardware, standard software, and specialized applications

• A+ Certification preferred

• Dell Certified Technician Certification preferred

• Must be able to obtain and maintain a Public Trust clearance

  Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.