Requirement/Must Have:
- Bachelor's degree or equivalent education and experience desired.
- At least two years of experience supporting a Windows domain environment desired.
- Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred.
- Working knowledge of Artificial Intelligence (AI) tools and technologies.
- Ability to leverage AI solutions to improve productivity, efficiency, and decision-making.
- Understanding of AI-powered technologies and automation tools.
- Ability to identify AI-opportunities to streamline support processes and enhance the customer experience.
- Strong customer service skills and experience required.
- Previous experience in a service desk environment desired.
- Experience supporting Active Directory services and various business applications.
- Must be able to work independently and self-directed, as well as within a team.
- Strong verbal and written communication skills.
- Comfortable operating in a fast paced and changing environment.
- Occasional weekend and non-business hour support may be required.
- Flexible and able to complete projects outside normal daily duties as needed.
Responsibilities:
- Handle first level walk-up and service requests from corporate office employees, contractors, and consultants.
- Create and dispatch work orders within the Service Management System.
- Communicate with customers via phone, email, chat, and in person to troubleshoot, discuss service expectations, and gather information.
- Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary.
- Use various software tools to troubleshoot customer issues.
- Properly document steps taken leading to resolution or escalation of work orders.
- Setup, manage, configure, and *** network accounts in the Account Management System.
- Learn, implement, and follow procedures as prescribed by department operating documentation and standards.
- Learn, update, and revise knowledge of company, department, and team procedures and policies.
- Verify knowledge base articles and update as needed for incorrect or missing information.
- Properly track IT equipment as assigned to customers in the Service Management System.
Skills:
- Windows domain environment.
- MCITP.
- Security+.
- A+.
- ITIL.
- Artificial Intelligence (AI).
- Automation tools.
- Active Directory.
- Service Management System.
- Account Management System.
Qualification And Education:
- Bachelor's degree or equivalent education and experience desired.
Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.