Service Desk Technician (Tier 1)

Tier 1 Technology Support Services

Contractors designated for the IT Service Desk Representative role must possess the technical expertise, communication skills, and customer service orientation necessary to support a dynamic IT service environment. This includes supporting Commercial Off-The-Shelf (COTS) software, Windows PCs, Mac systems, mobile devices (smartphones/tablets), printers, and multifunction devices.

All minimum requirements are required and must be stated in resume for eligibility and consideration.

General Responsibilites:

·         Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile

·         devices, printers, and peripherals.

·         Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems .

·         Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools

·         and protocol commands to resolve technical issues.

·         Excellent customer service and communication skills, with a professional demeanor in interactions

·         with executive-level staff and management.

·         Ability to operate effectively in a fast-paced environment and meet tight deadlines .

·         Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user ssues.

• One (1) year minimum experience supporting:

o macos

o Remote access toots (e.g., Cisco AnyConnect)

o VPN and secure remote connectivity (RSA SecurlD experience preferred)

• Three (3) years minimum experience in:

o IT Call Center environments

o Active Directory user and account administration

o Supporting Microsoft Windows 10 and Office 365 applications

o Supporting mobile operating systems (iOS, Android)

o Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online

• Experience with Mobile Device Management (MOM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or lntune.

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy))

Salary: $64000