LMI

Service Desk Technician

Job Locations US-VA-Tysons
Posted Date 2 weeks ago(7/31/2020 1:21 PM)
Job ID
2020-5341
# of Openings
1

Overview

This position is responsible for identifying, isolating, and resolving hardware and software problems of computer users. The incumbent coordinates referrals with appropriate technical, professional, and service personnel for follow-ups, training, repairs, and appropriate services.

Responsibilities

  • Maintain, analyze, troubleshoot and repair LMI computers systems, hardware, software, computer peripherals, and end user devices
  • Assist users via remote access and phone. Provide support to users in resolving problems using Service Desk tools
  • Provide support in areas of account creation, maintenance and removal, standard desktop applications, and corporate applications.
  • Conduct triage and troubleshooting of incoming issues with other teams as needed to identify root cause and resolution.
  • Log and track all incoming telephone and ServiceNow tickets for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies. During initial phone contact, attempt to isolate and resolve problem.
  • Ensure tickets are addressed within identified SLA and in alignment with best practices.
  • Ensure all actions are professionally and thoroughly documented within the ticketing system (ServiceNow) and communicated to end users
  • Manage multiple device configuration including end user device support as needed.
  • Coordinate referrals for appropriate technical repairs, training, and resolution follow-up.
  • Assist in the creation and maintenance of document and Standard Operating Procedures (SOPs)
  • Support systems, users and applications in a geographically dispersed Windows 10 and macOS/iOS network
  • Provide backup support on AV equipment/conferences, as needed.
  • Attend department, project, and team meetings.
  • Maintain regular attendance. Required hours 9:30am - 6:00pm
  • Travel may be required.
  • Weekend and off-hour work may be required.

Qualifications

  • Degree in a technical field preferred.
  • 3+ years help desk experience.
  • Experience with MacOS, Microsoft Windows 10, and Microsoft 365 preferred.
  • Experience with ticket resolution software a plus (e.g. Remedy or Service Now)
  • Demonstrated analytical and problem-solving abilities, as well as attention to detail
  • Must possess strong interpersonal and information gathering skills
  • Strong organizational skills and ability to multi-task
  • Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity.
  • Able to contribute to a professional work environment by demonstrating integrity, promoting teamwork, and fostering positive communication.
  • Strong time management skills and ability to coordinate and prioritize tasks with little supervision. Must be self-directed and detail oriented in completing assigned tasks in an effective manner, meeting designated standards and criteria.
  • Able to work in a deadline-oriented environment is essential.
  • Able to adapt to changing work efforts, manage impact of shifting priorities, and resolve technical emergencies as they may occur.
  • Able to maintain familiarity with current LMI policies and procedures.
  • Able to work for extended periods of time on computing device with heavy use of keyboard to execute tasks.
  • Able to maintain absolute confidentiality in all business matters.
  • Able to obtain security clearance.
  • Must be able to perform the essential functions of this job, with or without reasonable accommodation.
  • Lift, move, install and/or relocate computer equipment to include monitors, printers, and other computer peripherals.

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LMI is an Equal Opportunity Employer. LMI is committed to the fair treatment of all and to our policy of providing applicants and employees with equal employment opportunities. LMI recruits, hires, trains, and promotes people without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, age, national origin, disability, veteran status, or any other factors protected by applicable law.

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