Highlights
Position Title Tier 1 Service Desk Support. Position Location Washington, D.C.
Numbers & Facts
| Location | Washington, DC |
| Job Type | Full-time, Employee |
| Industry | Government and Military |
| Website | https://www.sysplus.com/careers/ |
Description
Position Title Tier 1 Service Desk Support
Position Type Full time, Onsite
Position Location Washington, D.C.
Job Responsibilities
• Deliver a high level of customer service on all support calls and consistently adhere to defined Quality Standards.
• Provide Tier 1 front-line support via phone, live chat, remote desktop tools, and, when necessary,
on-site visits.
• Support the installation, configuration, and use of application software.
• Offer mobile device support for Android and iOS platforms.
• Assist in the development of user documentation/installation procedures.
• Provide technical assistance ranging from general system information to in-depth configuration
and problem resolution.
• Disseminate “Alert” notifications using multiple communication channels, including voicemail,
web platforms, newsgroups, and email.
• Maintain and update a knowledge base of all supported software, as well as a general
understanding of supported hardware and communication tools.
• Demonstrate a willingness to learn/retain knowledge of all House-supported hardware and
software, cloud-based products, and internal policies.
• Participate in HIR projects and initiatives as needed.
• Serve as an escalation resource for advanced-level support issues.
• Collaborate closely with internal groups to support and maintain current technology platforms.
• Coordinate with vendors to troubleshoot and resolve issues effectively.
• Escalate/consult with senior engineering staff for the resolution of complex technical problems.
• Perform other official duties as assigned.
Qualifications
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems
(i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in:
o IT Call Center environments
o Active Directory user and account administration
o Supporting Microsoft Windows 10 and Office 365 applications
o Supporting mobile operating systems (iOS, Android)
o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• One (1) year minimum experience supporting:
o macOS
o Remote access tools (e.g., Cisco AnyConnect)
o VPN and secure remote connectivity (RSA SecurID experience preferred)
• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP
tools/protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in
interactions with executive-level staff and management.
• Ability to operate in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve
user issues.
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business
Manager (ABM), Workspace ONE, or Intune.
• Be self-motivated to work supervised and unsupervised as needed.
Security/background check
Skills
- COTS Software
- Hardware Repair
- Windows
- MACOS
- iOS
- Android
- Network Connectivity
- TCP/IP (Transmission Control Protocol/Internet Protocol)
- Technical Support
- IT Requirements
- Active Directory Services Interface
- Incident Response
- Change Management
- Remedy Help Desk
About Company
Meet Systems Plus
Systems Plus, as a company, is a testament to its people’s hard work, dedication, and commitment to success. That commitment to success is seen by conducting business based on our Core Principles:
AGILITY: With over 25 years of experience in the commercial, Federal, and Defense market, Systems Plus has proven its ability to adjust, withstand, and prosper in all economic climates. We embrace change by driving digital transformation and flexible processes for rapid-decision making.
CURIOSITY: Systems Plus utilizes exploration and innovation to excel at creative problem solving, maximize creative thinking, and increase collaboration.
TRUST: Systems Plus has become one of the most reputable businesses supporting the Federal market-space, consistently earning excellent performance references from its customers. We gain the trust of our clients by encompassing a deep understanding of their mission, unwavering commitment to excellence and quality, and practicing good judgement and expertise.
PEOPLE: Systems Plus employs and retains highly qualified professionals because of its unique culture that is as much family oriented as it is encouraging each team member to develop their professional interests to maximize competencies, motivation, productivity, and quality solutions.
VISION: Utilizing a wide variety of Contracting Vehicles and engagement strategies, and offering a diverse portfolio of services, Systems Plus is able to support their customers on a global scale and deliver results that meet their missions.
Our Philosophy
At Systems Plus, we’ve built more than a business — we’ve built a culture where people are inspired to do their best work. It’s a place where careers thrive, talent is recognized and big ideas are brought to life. Our success is powered by the innovation, passion and dedication of our people, and that’s what makes us different. If you’re ready to grow, be supported and take your career to the next level.