IT Coordinator II (Desktop Support Technician)

  • location: Washington, DC
  • type: Contract
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job description

IT Coordinator II (Desktop Support Technician)

job summary:
Position Description

Job Description :

The Desktop Support Technician is a member of the team providing IT Support services in the Client located in Washington, D.C.

This position includes, but is not limited to, installing, maintaining and troubleshooting Bank standard computer hardware and software, peripherals and other Client approved personal computing devices to ensure that all IT-dependent activities continue to function without client disruption.

location: Washington, Washington, D.C.
job type: Contract
work hours: 9am to 6pm
education: Bachelors
Position Duties/Responsibilities

- Configures desktop and laptop computers with applications for Bank staff use in office or for travel on missions

- Provides clients with computer and network support in response to specific requests related to various Bank standard software and hardware, printing problems, computer viruses, network connection and usage and other IT-related matters

- Provides timely desk side support, when issues cannot be solved via the phone or by EM.

- Responds to client incident/problem tickets in Remedy ticket tracking system assigned by the Workgroup Coordinator and clearly documents timely updates in the work log regarding status and resolution of that incident

- Provides timely follow-up on staff questions and/or outstanding issues

- Assists team and units in managing and organizing hardware and software

- Assists team in conducting periodic physical inventory of computer equipment

- Creates technical and support documentation for IT team and user community, as needed

- Ensures that Bank information and systems are protected in a manner consistent with Bank information security policy, procedures and standards

- Communicates timely information to clients about changes in Bank and unit technology policies and standards

- Provides leadership, or assistance to other team members, in the planning and deployment of new software and hardware

- Provides Presentation and VC support to clients, as necessary

- Willingness to test new products and processes for ITS Engineering Team

- Attends team meetings and training, as required by the Team Lead

Desirable Competencies/Knowledge:

- BS degree and 3+ years of experience in providing desktop support

- Knowledge of the Client Business and Technical environment

- Microsoft Certified (at least MCTS)

- Experience with Lenovo hardware

- Knowledge of Remote Access

- Project Management skills (desirable)

- Self motivated, and innovative

- Willingness, or volunteer to take on other additional tasks

- Knowledge of SAP

- Knowledge of Crystal Reports

- Familiar with Sharepoint

skills: Essential Job Competencies - candidate must have the following:

- Minimum Associates degree (BS degree preferred) or 3+ years equivalent experience in supporting clients at the desktop level

- Experience with Windows OS XP/Vista/Win7/Win10(Imaging, staging, troubleshooting PC OS and Hardware)

- Familiar with enterprise management tools such as SCCM/SMS, Active Directory (AD)

- Familiar with networks, wi-fi, remote access, high speed broadband

- Proficient in Outlook 2013/2016, ServiceNow, Chrome

- Experience in supporting Desktops, Laptops, Network and Local Printers, Projectors, Scanners, Digital Senders, and monitors

- Excellent Troubleshooting skills (desktops/laptops/printers)

- Excellent problem solving and analytical skills

- Excellent oral and written communication and interpersonal skills

- Excellent customer service approach to dealing with people at all levels within the Client

- Ability to work in a team environment

- Ability to deal sensitively in multicultural environments

- Understand client needs to successfully resolve problems, and provide technical solutions.

- Must be organized and able to quickly adapt to new situations and changing priorities

- Must be a self-starter and willing to learn new things

- Must be able to work under pressure, meet deadlines and handle multiple projects simultaneously

- Must be reliable and have good attendance

- Must have emphasis on follow-through and accountability

- Must have a good attitude and strong work ethic

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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