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Contact Name: DAVE

Job Details: Helpdesk Tech Tier II Date: Jan 16 2020

Job Reference: 4018
Job Category: IT Jobs [ View All IT Jobs Jobs ]
Company Type Recruiter
Employment type: Full Time, Contract
Degree: Bachelors
Experience: 3 years
Location: Washington, Washington, 07882
Job Skills: Helpdesk Tech Tier II
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Job Description

The Washington Metropolitan Area Transit Authority's (WMATA) Department of Information Technology (IT).

• Face-to-face desktop support to WMATA internal customers ( which will include local travel
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone ¿ Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support WMATA PC Refresh Program: replacing old computers with new computers provided by WMATA; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides WMATA standard Enterprise application and/or WMATA customized application support.
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
• Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
• Act as escalation point for the Tier 1 support.
• Troubleshoot desktop, laptop, printers when needed
• May be responsible as "primary" support analyst for WMATA custom Applications.
• May be responsible as "primary" support analyst for WMATA standard Enterprise Applications.
• Provide IT equipment support during special services like Inauguration and Operations Command Center support
• Provide IT equipment removal and disposal services
• Contribute two technical articles per week to knowledge base.

Required Skills:
• Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
• Dell Certified Technician ¿ ITIL (Information Technology Infrastructure Library)
• Minimum 3 to 5 years of experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
• Demonstrate expertise in Microsoft operating systems.
• Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
• Experience with Microsoft Exchange ¿ An aptitude for providing positive customer service.
• Experience within a Desktop Helpdesk.
• Good communication, problem solving and technical writing skills.
• An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
• Flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage
• Displays courtesy and sensitivity
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone ¿ Meets all commitments
• Responds promptly to customer needs

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