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Sr. Helpdesk Tech Tier (PR40827)
Ref No.: 17-17642
Location: Washington, District of Columbia
Position Type:Contract
Start Date: 06/30/2017
Client: WMATA
Position: Sr. Helpdesk Tech Tier II
Job Id: RFQ NO. IDIQ-FQ15124-TOG4-RFQ046-PR40827
Location: Washington, DC
Duration: 1 year
·         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
Supplemental Duties:
·         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 that 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
·         Solicits customer feedback to improve service
·         Use internal knowledgebase on every interaction
·         Provide knowledgebase content on a weekly basis