Help Desk - Technology Support Specialist at Ashburn, VA location (Onsite)

Title: Help Desk - Technology Support Specialist II
Work location: Ashburn VA (On-site)

Summary:

The Tech Support Specialist II's role is to support computer operation for scientific research, administrative and operational groups using a variety of hardware and operating systems (Macintosh and Windows). This includes receiving, prioritizing, documenting, and actively resolving a wide range of help requests. Problem resolution will involve the use of diagnostic and ticketing tracking tools, as well as require that the individual give in-person, hands-on, customer service-oriented help at the desktop level.

Essential Duties and Responsibilities:

Respond to incoming help requests from users via phone, e-mail, and ticket tracking system in a prompt and courteous manner.

Document all information pertinent to help requests and their resolution.

Accurately record and track hardware assets for inventory management purposes.

Build rapport and proactively elicit problem details from users.

Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software, and configuring systems and applications.

Perform preventative maintenance, including checking and optimizing of desktops, laptops, printers, and peripherals.

Provide complex quotes for high performance workstations and scientific rigs to meet research needs.

Build complex systems that include RAID, performance configurations, and modifications to RAM, storage, and graphics cards for computation purposes.

Repair and redeploy systems, resolve Operating System and software corruption, diagnose failed hardware, and replace parts.

SaaS administration including licensing, making modifications, managing add-ons and user accounts.

Create and manage images for system deployment including base Operating System, applications, custom configurations, and drivers.

Write technical documentation for Knowledge Base to be shared internally or published externally to the user community.

Test fixes to ensure problems have been adequately resolved.

Perform post-resolution follow-ups to help requests.

In addition to the duties specifically identified by this job description, the position will include other duties if and as assigned by the direct supervisor or others with supervisory authority over this position.

Scope: This is an individual contributor role and has no supervisory or budget responsibilities.

Qualifications:

Education:

Bachelor's Degree or four years related work experience including experience with personal computer hardware and software configurations, installation, maintenance, and support in an enterprise environment.

Related desktop support certifications a plus.

Experience:

Extensive knowledge of computer hardware, including Apple, Dell, and Lenovo.

Extensive experience with desktop operating systems, including Mac OS and Windows.

Extensive application support experience with Microsoft Office Suite.

Working knowledge and experience with networking including troubleshooting and protocols.

Working knowledge and experience with TCP/IP, DNS, DHCP, and VPN configurations within an enterprise environment.

Working knowledge and experience with Active Directory Users, Computers and Groups.

Skills and Abilities:

Good understanding of the organization's goals and objectives.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

Strong documentation skills.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly language.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.