Sr. Help Desk Specialist
Reston, Virginia, Us
• Responds to and diagnoses problems through discussion with users• Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps• Supports operation of help desk and serves as focal point for customer concerns• Identifies, researches, and resolves technical problems for end users on a variety of issues• Responds to Tier 1 & 2 telephone calls, email and personnel requests for technical support from local and remote customers• Documents, tracks, and monitors the problem to ensure a timely resolution• Provides tier 2 support to end users for either PC, server, or mainframe applications or hardware.• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem• Simulates or recreates user problems to resolve operating difficulties and recommends or implements systems modifications to reduce user problems• Knowledge and experience with Dell and Microsoft products such as laptops and tablets• Knowledge and experience configuring Apple iPhones/iPads and other mobile devices• Knowledge and experience working with Active Directory and System Administration duties such as OU’s, Group Accounts, etc.• Perform PC and laptop imaging/re-imaging• Knowledge and experience using and supporting Microsoft Office Suite• Excellent written and oral communication skills as the technician may go to meetings, write SOPs, lead projects and present to Govt. officials• Must lead with confidence and share a willingness to be innovative when resolving customer issues or working on team projects• Will periodically require shipping and receiving of customer equipment and the ability to lift up to 50lbs