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Technical Support Specialist III
Ref No.: 18-05525
Location: Chevy Chase, Maryland
Position Type:Right to Hire
Pay Rate : $ 30.00 - 40.00 /Hour
This is a 6-month temp-to-hire position.
Essential Duties and Responsibilities
  1. Respond to incoming help requests from users via, phone, e-mail and ticket tracking system in a prompt and courteous manner.
  2. Document all information pertinent to help requests and their resolution.
  3. Accurately record and track hardware assets for inventory management purposes.
  4. Build rapport and proactively elicit problem details from users.
  5. Prioritize and schedule help requests. Escalate requests (when required) to the appropriate technician or team.
  6. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  7. Provide remote support, including installing and upgrading software, implementing file backups, installing anti-virus software and configuring systems and applications.
  8. Performing preventative maintenance, including checking and optimizing of desktops, laptops, printers, and peripherals.
  9. SaaS administration including licensing, making modifications, managing add-ons and user accounts.
  10. Print server administration including deploying fax and scan to email services to multi-function devices, maintenance and upgrades.
  11. Maintain appliances and servers for team tools including imaging, patching, and remote connections.
  12. Create and maintain VDI deployment templates using best practices, security, and optimize for performance.
  13. Create and manage images for automated system deployment including base Operating System, applications, custom configurations and drivers.
  14. Patching and application testing and automated deployment to the enterprise using tools on managed systems.
  15. Write technical documentation for Knowledge Base to be shared internally or published externally to user community.
  16. Test fixes to ensure problem has been adequately resolved.
  17. Perform post-resolution follow-ups to help requests.
  18. Must occasionally work long hours and during weekends or holidays as required to support desktop systems and conference center meeting requirements.
Required Skills
  • Exceptional written and oral communication skills.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Extensive knowledge of computer hardware, including Apple, Dell and Lenovo.
  • Extensive experience with desktop operating systems, including Mac OS and Windows.
  • Extensive application support experience with Microsoft Office Suite.
  • Extensive experience with networking including troubleshooting and protocols.
  • Extensive experience with Active Directory Users, Computers and Groups.
  • Extensive experience with TCP/IP, DNS, DHCP, and VPN configurations within an enterprise environment.