Helpdesk Specialist
Location:
McLean, VA
Schedule:
Fully onsite
Rate: $25.00 - $29.00/hr
Description:
Guidance and advice to Company personnel in one or more of the following areas: networking, telecommunications, and/or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.
Qualifications:
* Trainable, Professional and Punctual (8:00a - 5:00p or 9:00a - 6:00p)
* Independent - have to be ok with remote support
* 2 years of desktop tech support experience
* Good problem solver
* Self-starter - but not afraid to ask questions
* Used to handling a lot of calls; this person will get about 5-10 tickets a day ranging in levels of difficulty
* Heavy demand IT ticketing - there's always work to do
* Mac & iOS presence
* ServiceNow experience
* Strong customer Service skills
* Degree in Computer Science or a related discipline; or equivalent work experience in IT Support
* Approximately 1-3 plus years of experience in support of IT products
* Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
* Excellent interpersonal, communication and organizational skills
* Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
* Able to work effectively with high level customers and other management personnel
* Excellent Customer Service skills.
* Education: A bachelor's degree in Computer Science or a related discipline, or equivalent work experience.
* Scenario: Regarding network connectivity with multiple computers, and for instance if 1 computer is running slower than the others, what would you look at first?
Responsibilities (include but not limited to):
* Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues.
* Laptop troubleshooting, maintenance and administration.
* Apple MacBook support and troubleshooting.
* Apple iOS and Android device support; setup and configuration.
* Knowledge and understanding of HP, Xerox and Canon print devices.
* Anticipate and respond to complex technology support issues.
* Strong knowledge and understanding of Win10, Office 365.
* Instant Messaging tools; TEAMs.
* Excellent customer service skills, meeting with users in person to resolve complex technology issues.
* Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems.
* Analyze the impact of decisions, and guides others through the solution process in order to satisfy customer, OSTS and Firm needs and objectives.
* Provide meaningful contributions to team efforts to enhance overall departmental effectiveness.
* Leverage multiple resources or coordinating with other teams in order to meet customer needs.
* Facilitate the implementation and support of defined Company Technology solutions.
* Communicate system updates to customers as required.
* Coordinate, track, and maintain inventory.
* Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now
* Perform software and Firmware upgrades and testing as needed or part of an initiative or project.
* Use root-cause analysis, and troubleshooting at the operational level, work to proactively identify technical and support problems and solutions to prevent future occurrence.
* Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions.
* Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint and other collaboration tools.
* Provide technical guidance and consult with Company customer stakeholders.
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities
to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
YOH Services LLC
Jan 03, 2025