Level 1 PC Technician

TDT    Washington, DC
Job Description

The main responsibility of the Jr. Analyst is to provide desktop and application support as well as basic troubleshooting. The majority of work will be performed remotely at the headquarters located in downtown Washington, DC or to the satellite office in Herndon, VA. The position does require regular travel to our clients in the metro area.

PRIMARY RESPONSIBILITIES

  • Act as the first line of support for all IT Issues via phone/email/portal
  • Configure and deploy workstations per client standards
  • Create and take ownership of tickets using our Ticketing System
  • Troubleshoot and resolve desktop and application incidents through the using our Remote Management and Monitoring System
  • Escalate tickets to Tier 2 and Tier 3 members while maintaining ownership of the tickets
  • Provide regular and frequent communication with the client to keep them informed on ticket status and anticipated resolution time frame
  • Document and close tickets
  • Create documentation guides
  • Perform regular visits to client sites in the DC Metro area to provide desktop and application support

Desired Skills and Experience

  • Troubleshooting Microsoft Suite 365
  • Managing and troubleshooting Active Directory on Prem and Azure AD
  • Troubleshooting Mac OS / Applications
  • Working within multiple domain environments
  • Exceptional face to face and phone customer focused presence.
  • Basic networking understanding
  • Experience drafting self help documentation

Job Type: Full-time

Salary: $40,000.00 to $45,000.00 /year

Experience:

  • relevant: 2 years (Required)

Tue, 12 Nov 2019 15:32:29 GMT

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