IT Help Desk Technician, Corporate

August 15 2018
Arlington , VA , United States

Background:

Nathan seeks an experienced front line help desk technician. This is an early career position for candidates with a clear focus on customer service, strong analytical troubleshooting skills, and the ability to take ownership of issues.

 

The position is located in our headquarters in Arlington, Virginia. The technician will work as front line response for issues and service requests logged by staff at headquarters as well as from regional offices in the U.S., and remote users. In addition, the technician will support setting up new users with required accounts, hardware and software, and assist with administrative duties as required.


Job Description:
  • Receive support emails and calls to the IT Department, ensure they are logged correctly
  • Troubleshoot, document and close out end-user hardware, software, and service issues including but not limited to:
    • Hardware (laptop / desktop / mobile (Android and iOS) / docking stations / printers etc…)
    • Windows 7 / 10, Apple OS, antimalware/antivirus, full disk encryption, and network printing services
    • Network access, VPN, internet connection, ftp connections, Active Directory credentials, 2 Factor Authentication
    • Software – chiefly MS Office 2016 / Office 365, Adobe Acrobat, browsers
  • Escalate issues that cannot be resolved
  • Identify repeat issues that may be indicative of a larger problem, and escalate through new, well defined service tickets
  • Complete service requests for new email accounts, ftp uploads, assist with setting up conference calls etc…
  • Configure new laptops and associated email/network accounts
  • Routine monitoring and inventory to ensure accurate records are maintained
  • Help create end user documentation and populate a self-service knowledge base for users
  • Must be willing to work schedule to cover West Coast office hours
  • Other duties as assigned

Qualifications:

Requirements

  • Bachelor's degree in Computer Science, Information Technology, Information Systems or related field
  • Two years providing IT support services in a Microsoft oriented office environment
  • Ability to perform remote troubleshooting via phone and remote helpdesk services
  • Strong communication skills
  • Critical thinking skills
  • Emphasis on high quality customer service
  • Experience with Office 2016, Windows 10

Preferences

  • Masters degree in Computer Science, Information Technology, Information Systems or related field
  • Experience with Office 365
  • Experience with Citrix