DCA IT Service Desk Technician

TekWissen LLC

Atlanta, GA

JOB DETAILS
SALARY
$27.50–$27.50
SKILLS
Analysis Skills, Asset Management, Asset Management Software, Authentication, Best Practices, Cisco Network Systems, Cloud Computing, Communication Skills, Computer Maintenance, Computer Science, Computer Systems, Computer Workstations, Customer Support/Service, Desktop PC, Diversity, Equipment Replacement, Establish Priorities, Help Desk, High School Diploma, Hybrid Cloud, ITIL (IT Infrastructure Library), Identify Issues, Identity Data Management, Information Technology & Information Systems, Internet Security, Inventory Management, Inventory Reports, Knowledge Management, Laptop PC, Licensing, Local Government, Maintenance Services, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Applications, Multitasking, Network Connectivity, Onboarding, Printers, Printing, Problem Solving Skills, Quality Management, Reconciliation, Resolve Customer Issues, Service Level Agreement (SLA), ServiceNow, Software Administration, State Government, Technical Support, Telecommunications, Time Management, VPN (Virtual Private Network), WebEx, Workforce Management
LOCATION
Atlanta, GA
POSTED
1 day ago
Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.
Job Title: DCA IT Service Desk Technician
Location:Atlanta, GA 30329
Duration:10 Months
Job Type: Temporary Assignment
Work Type: Hybrid
Job Description:
Short Description:
  • Under general supervision, provides assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone, email, or from remote locations.
Complete Description:
Essential Duties and Responsibilities:
Customer Support:
  • Serve as the first point of contact for IT incidents, service requests, and technical inquiries.
  • Provide remote, phone, email, chat, and desk-side technical support to end users.
  • Troubleshoot and resolve hardware, software, network connectivity, printing, mobile device, and application issues.
  • Escalate complex issues to appropriate IT teams while maintaining ownership and communication with customers.
  • Deliver outstanding customer service while meeting established Service Level Agreements (SLAs).
Incident, Request & Problem Management:
  • Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
  • Follow ITIL best practices for Incident, Request, Problem, and Knowledge Management.
  • Document troubleshooting steps, resolutions, and knowledge articles to improve service quality.
  • Monitor ticket queues and ensure timely follow-up and closure.
Endpoint & Device Support:
  • Configure, deploy, image, and maintain Windows 11 laptops and desktops using Microsoft Intune and Autopilot.
  • Install, configure, and troubleshoot desktop software, Microsoft 365 applications, browsers, VPN, and business applications.
  • Support printers, scanners, webcams, docking stations, and other peripheral devices.
  • Perform workstation moves, adds, changes, and equipment replacements.
Identity & Access Management:
  • Create, modify, and disable user accounts within Microsoft Entra ID (Azure AD) and Active Directory.
  • Manage password resets, Multi-Factor Authentication (MFA), and account lockouts.
  • Assist with onboarding, offboarding, and access provisioning activities.
Microsoft 365 Support:
  • Support Microsoft Outlook, Teams, OneDrive, SharePoint Online, and other Microsoft 365 services.
  • Assist users with collaboration tools and cloud-based productivity applications.
  • Troubleshoot synchronization, licensing, and authentication issues.
Hardware Asset Management:
  • Receive, inventory, assign, track, and recover IT assets.
  • Maintain accurate hardware inventory records within ServiceNow Asset Management.
  • Perform asset lifecycle activities including deployment, relocation, repair, replacement, and retirement.
  • Assist with inventory audits and asset reconciliation.
Collaboration:
  • Work closely with Infrastructure, Cybersecurity, Applications, Telecommunications, and vendors to resolve issues.
  • Participate in technology rollouts, hardware refreshes, software deployments, and special IT projects.
Minimum Qualifications:
  • High School Diploma or GED.
  • Two (2) years of experience providing technical support in a Help Desk or Service Desk environment. (OR)
  • Associate degree in Information Technology, Computer Science, or related field and one (1) year of technical support experience.
Preferred:
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
  • Experience supporting state or local government environments.
Preferred Technical Experience:
Experience supporting:
  • Microsoft Windows 11
  • Microsoft 365
  • Microsoft Teams
  • Microsoft Outlook
  • Microsoft Entra ID (Azure AD)
  • Active Directory
  • Microsoft Intune
  • Windows Autopilot
  • ServiceNow
  • Cisco Webex
  • VPN technologies
  • Multifactor Authentication (MFA)
  • Network printers
  • Hybrid cloud environments
  • Hardware Asset Management (HAM)
  • Basic Software Asset Management (SAM)
Knowledge, Skills, and Abilities:
  • Strong customer service and communication skills.
  • Excellent troubleshooting and analytical skills.
  • Ability to diagnose hardware, software, and network issues.
  • Ability to prioritize multiple tasks in a fast-paced environment.
  • Strong documentation and organizational skills.
  • Ability to explain technical concepts to non-technical users.
  • Ability to work independently and collaboratively within a team.
  • Knowledge of ITIL service management principles.
TekWissen Group is an equal opportunity employer supporting workforce diversity.

About the Company

T

TekWissen LLC

WE THE TEKWISSEN PEOPLE

TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.

To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.

Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.

It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.

Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.



COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2009
WEBSITE
http://www.tekwissen.com/