Job Information
System One IT Help Desk Support in Washington, District Of Columbia
IT Help Desk Support
Employment Type: Full Time
Date Posted: 7/16/2024
Location: Washington, DC
Pay Range: $25.00 - $31.25 per Hour
Job Number: JO-2407-2456
Primary Function
This position is responsible for providing first-line support to the news bureau user base for hardware, software, desktop, enterprise, and broadcast applications.
Duties & Responsibilities
Respond and record incident and request calls, emails, or ESS for technical assistance from end-user and provide the required first level of support and assist in 2nd level of technical support remotely for end-users as needed.
Escalate unresolved cases to relevant onsite support team. Keep track of tickets in Jira and service now and other ticketing systems.
Diagnose and troubleshoot incidents on computer hardware/software, network, and communication devices over phone, or via email and try to resolve it.
Record and provide an accurate inventory list of all IT hardware & software assets and update records.
Liaise shift duties with other IT Service Desk staff and arrange handing over for coming shift(s).
Set up, configure, and maintain users’ and functional accounts, distribution groups, managing access control and deal with password issues.
Provide training to end user on using the system, hardware, software, and applications installed.
Provide review to ensure that all incident tickets, regardless of assignment, are closed.
Escalate issues appropriately using hierarchical and functional escalation guidelines and addressing and highlighting Service Desk challenges to superiors.
Participate in software and hardware inspection and provide technical recommendations after evaluation.
Diagnose and Troubleshoot Tier1 IT/BIT applications issues.
Troubleshooting other printers, network issues and install windows updates on Laptop Pc’s and desktops.
Create and deploy PC/laptops images and take backups as needed.
Replace the laptop screens and keyboard as needed.
Keep track of the inventory and spares in the storage room. Help move spares to the storage room.
Document the new SOP’s related to new workflows for the application needed as per the service desk.
Research new technologies and solutions that can be applied at the Network to improve the level of service delivery and remote technical support.
Prepare general reports relevant to the job and submit it to superiors.
Assisting in writing technical guides and manuals.
Perform other duties relevant to the job as requested by superiors
Skills & Qualifications
Excellent technical knowledge of end-user hardware, software, telephony, connectivity, and large printer fleet environments.
Excellent technical knowledge of PC internal components.
Working technical knowledge of current protocols, opera
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