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Sr Helpdesk Tech Tier II
Ref No.: 17-15458
Location: Chantilly, Virginia
Start Date: 04/12/2017
Client WMATA
Location Jackson Graham Building Washington DC 20001
Duration Three Months
Rate $40/hr on W2 with health benefits or $50/hr on C2C

Deliverables:
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 (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 six hours of phone support each week Provide Special Event support that includes after hours on-site pc and laptop set-up Provide on-call support once every eight weeks Provide Mon-Fri coverage to include holiday support Update the WIKI knowledgebase on a daily basis
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 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 5 days per week, 6:00a.m. 7:00pm, rotating on-call support for evenings, weekends, and holidays.
Displays courtesy and sensitivity Manages difficult or emotional customer situations
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