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Help Desk Technician job in Fairfax at Esolutionsfirst, LLC

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Help Desk Technician at Esolutionsfirst, LLC

Help Desk Technician

Esolutionsfirst, LLC Fairfax, VA Full-Time
Help Desk Technician

Position Description
We are looking for Help Desk Technicians to support a large DC Metro client. A Help Desk Technician analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems. Clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. Works on special projects and performs other duties as required.

RESPONSIBILITIES:
* Redirect problems to appropriate resource
* Identify and escalate situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Prepare activity reports
* Write or revise user-training manuals and procedures
* Develop training materials, such as exercises and visual displays
* Deliver, tag, sets up, and assist in the configuration of end-user PC desktop hardware, software, mobile devices and peripherals
* Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements
* Stay current with system information, changes and updates

REQUIRED SKILLS AND EXPERIENCE:
Soft Skills
* Good communicator
* Learning skills
* Positive Attitude
* Customer service orientation
* Problem analysis
* Problem-solving
* Adaptability
* Planning and organizing
* Attention to detail
* Stress tolerance

Required Technical Skills
Windows & Mac Operating Systems Administration: Windows 7 Enterprise, 8.1, 10, Apple, Android, ActiveSync and various VDI solutions
Advanced level desktop support including troubleshooting h/w, s/w in Windows Active Directory and domain structure environments
Advanced knowledge in troubleshooting Dell/Client/Ricoh printers
Advanced knowledge in rapid deployments, OS imaging, remote control support, mobile devices, MS Office, Office 365 and various COTS packages
Juniper VPN, SharePoint familiarity, project management, documentation, break/fix

Education: (BS/BA from an accredited university) and/or verifiable Technical Certifications (MCSE, MSCA, MCITP, A+, Security +; PMP highly desirable.)














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Job ID: 20329176

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