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Sr. Helpdesk Tech, Level 2
Ref No.: 17-15455
Location: Chantilly, Virginia
Position Type:Contract
Start Date: 04/12/2017
Client WMATA
Location Jackson Graham Building Washington DC
Duration Three Months

Face-to-face desktop support to WMATA internal customers ( which will include local travel to all supported WMATA service areas) Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
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 (e-mail, 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.

Supplemental Duties
Flexible working hours 5 days per week, 6:00a.m. 7:00pm, rotating on-call support for evenings, weekends, and holidays.
Manages difficult or emotional customer situations
Meets all commitments Solicits customer feedback to improve service Use internal knowledgebase on every interaction
Provide knowledgebase content on a weekly basis