Job Description
Responsibilities include, but are not limited to:
- Deliver end-to-end incident response and customer support by following ITIL processes, performing remote triage, resolving hardware/software/network issues, and escalating complex cases when needed.
- Support installation, configuration, relocation, and documentation of desktop IT equipment-including workstations, peripherals, phones, AV components, and network devices.
- Troubleshoot and resolve issues involving Windows Active Directory, Microsoft Office, business applications, browsers, and network connectivity while restoring services, determining root causes, and maintaining accurate logs, records, and status reports.
- Provide clear communication and user assistance, including guidance on system procedures, application use, downtime processes, and updates during outages or service restoration.
- Travel locally between customer buildings and support temporary assignments as required.
Minimum Qualifications:
- Experience providing technical support in a help desk, service desk, installation, or incident management role.
- Ability to troubleshoot and resolve hardware, software, network, and telecommunications issues.
- Experience supporting Windows 10, Microsoft Office 2016 or later, and common business applications.
- Knowledge of Active Directory, TCP/IP networking concepts, and standard IT support tools.
- Experience installing IT endpoints such as desktops, printers, VOIP/digital phones, and network switches.
Preferred Qualifications:
- CUSTOMER-specific Component Mission Administrator (CMA) or Directorate Mission Administrator (DMA) certification.
- Experience in a technical help desk position and IT hardware/cabling installation.
- Experience with enterprise ticketing systems (ServiceNow ITSM/ITOM, Remedy, Jira Service Management).
- Strong problem-solving, communication, and customer service skills.
- Ability to quickly adapt to evolving tasks and mission requirements.
Physical Requirements:
- Ability to remain stationary up to 50% of the time.
- Ability to move throughout buildings, access under desks, raised floors, and confined spaces.
- Ability to lift and move IT/AV equipment weighing 50+ pounds (team lifts or carts as needed).
- Must be able to ascend/descend ladders 10+ feet while pulling cables or adjusting equipment.
- Ability to operate computers, phones, and standard office equipment for extended periods.
Numbers & Facts
| Location | Tysons, VA |
| Industry | Other/Not Classified |
| Company Size | 500 to 999 employees |
| Year Founded | 1998 |
| Website | http://www.techusa.net |
About Company
TechUSA is operational in 13 offices throughout the United States. Our organization focuses on providing our clients with high level customer service through our flexible, tailored and scalable solutions in Engineering, Aerospace and Defense,Technology and Scientific industries. We are trusted business partners to our clients and dependable agents to our candidates. We are successful in what we do and will continue to be the best by using cutting edge technology and employing aggressive outside the box thinkers. By launching new divisions and opening new offices, we continue to saturate our existing markets, achieve profitable growth, and ultimately do what is best for our customers.
TechUSA is the future of recruitment solutions. Join us and become a part of the Tech USA team!
Skills
- Atlassian JIRAunmatched
- Audiovisualunmatched
- Business Solutionsunmatched
- Communication Skillsunmatched
- Computer Workstationsunmatched
- Customer Escalationsunmatched
- Customer Support/Serviceunmatched
- Desktop PCunmatched
- Documentationunmatched
- Hardware Installationunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Incident Responseunmatched
- Microsoft Active Directoryunmatched
- Microsoft Officeunmatched
- Microsoft Windows Operating Systemunmatched
- Network Connectivityunmatched
- Network Switchingunmatched
- Office Equipmentunmatched
- Patient Assessmentunmatched
- Peripheral Hardwareunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Remedyunmatched
- Root Cause Analysisunmatched
- ServiceNowunmatched
- Status Reportsunmatched
- TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
- Technical Supportunmatched
- Telecommunicationsunmatched
- VoIP (Voice over IP)unmatched
- Web Browsersunmatched
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