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Desktop Support Technician - Mid Level
7:30 - 4:30 and 8:00 - 5:00
Desk Side Support Technician to provide Tier 2 services and support in Washington, D.C. to the Department of Commerce. Daily activities will include responding to and resolving Help Desk tickets, triage of service requests, escalation of incidents, high level of interaction with customers, and peers. Provide deskside break/fix support for PC/Laptop hardware and software issues. Provide VIP support, assist with multiple surge projects. Provide specialized, on-site support for incident analysis, fault isolation, troubleshooting, restoration actions after escalation to resolve tickets. Support Active Directory account issues. Assist customers with multiple hardware service requests. Collaborate with Hardware Engineer on image support. Create and update tickets for all activities taken. Other duties as assigned. Expeditious ticket resolution and excellent customer service is expected. Document resolutions for Knowledgebase articles. Update tickets including resolution and troubleshooting. Create standard operating procedures and technical documentation. Update and track inventory. Experience supporting Windows-based platforms including desktops, laptops, Surface Pro, as well as VOIP phones, iPads, and mobile phones. Experience providing remote support of Win7, Win10, SharePoint, Outlook, Office, and Active Directory account management. Experience with ServiceNow ticketing system a plus. Must have experience working with Federal customers or in a Federal environment. Must be eligible to obtain Public Trust Clearance. Must be a U.S. Citizen or Green Card holder. Associate's degree in Information Systems, or related disciplines, or equivalent work experience. ITIL, HDI, CompTIA A+ certifications a plus.
Telesis maintains a policy of non-discrimination for all employees and applicants in every facet of the company s operations. In compliance with federal and state laws, Telesis hires, trains, and promotes all qualified employees without unlawful discrimination on the basis of race, color, religion, gender, national origin, age, marital status, disability, and any other legally protected status