IT Helpdesk Specialist
District Of Columbia
Incorporated in 1996, NFF is the only Cisco Gold Partner headquartered in the District of Columbia with Advanced Specializations in all major IT disciplines. In addition to Cisco, NFF holds key strategic partnerships with VMware, NetApp, Microsoft, Riverbed, and many System Integrators. NFF is an ISO 9001:2008 certified company. NFF has been ranked in Inc. Magazine's 500/5000 Fastest Growing Companies list since 2007. From Presidential Inauguration Network Design to an Enterprise Architecture Design for 85 Agencies and 45,000 Users, a Nationwide IP based Video Tele-Conferencing Implementation, or an Emergency Network Infrastructure Management Design, NFF is building what’s next.
We provide a competitive salary and benefits package including health insurance (medical, prescription, dental, and vision), life and disability insurance, PTO, paid holidays, 401(k) match, Flexible Spending Accounts, Commuter benefits, and educational assistance.
Our customer, the Washington DC Government Office of the Chief Financial Officer (OCFO) is looking for a mid-level IT Helpdesk Specialist to join their team. This is a long-term contract position. As part of the OCFO technology team, the IT Specialist-Cust Support will provide IT support to OCFO enterprise customers. The IT Specialist is responsible for rendering remote and on-site assistance; troubleshooting, resolving and /or escalating requests for resolution. The IT Specialist must become familiar with OCFO proprietary applications, Microsoft Office 2016/O365 and Windows 10 platform. Also, the I.T. Specialist will be responsible for imaging desktops/laptops. Additionally, the applicant will be required to inventory, configure and deploy telecom devices, desktop computers, laptop computers and tablets. The applicant must have enterprise level experience, excellent written, verbal and inter-personal communication skills, polished telephone etiquette and focus on providing outstanding customer service.
Tasks for the IT Service Desk Level 2 Technician are as follows:
Provide OPTIMAL customer support to all OCFO I. T. end-users to include top level senior executives and colleagues.
Process customer requests from phone/email, etc.; update inventory records for all desktop/laptop/tablet/mobile device transactions.
Configure, image, deploy tablets/laptops/desktops/mobile phones/peripherals on the Windows7 or Windows10 platform.
Render account management support to end-users via Active Directory and other OCFO applications; monitor system performance.
Document all work/hardware/software transactions by creating/tracking/resolving or escalating tickets per defined SLA's.
Render I. T. support by analyzing issues with infrastructure, network, desktops, peripherals, laptops, tablets and minor server problems.
Work independently and with team; convey technical information to non-technical customers.
Must be able to lift/carry 40 pounds; travel to offsite locations and complete other duties as assigned.
CONTRACT JOB DESCRIPTION
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.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier 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.
Recommends systems modifications to reduce user problems.
Required / Desired Skills:
6 years of IT troubleshooting in basic networking, with desktops/laptops/tablets and peripherals (required)
6 years of Installation and Configuration of tablets/laptops/desktops and peripherals using the current Windows platform (required)
6 years of customer support (phone and / or in-person) for IT-related hardware and software issues (required)
2 years of Windows 10 experience required
Microsoft Office 365 experience is desired
A certification is highly desired
6 years of experience documenting and tracking calls (using a ticketing system) is desired
Expericence with Cloud Management Suite for remote support is desired
Minimum Education/Certification Requirements:
Bachelor’s degree in Information Technology or related field or equivalent experience
We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law. NFF is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations and affirmative action. In order to comply with these laws, we invite you to voluntarily self-identify your gender, race and ethnicity. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information will be kept confidential and will only be used in accordance with the provisions of applicable laws, executive orders and regulations, including those that require the information to be summarized and reported to the federal government. When reported, data will not identify any specific individual. This information will not be shared with hiring managers, will be kept separate from your application data and will not affect any employment decisions.
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Street: 1100 4th Street SW
Post End Date: 8/18/2018