Help Deck Technician

Candidates must be available to work 4 days on site in downtown Washington, DC.

Job Description:

• Provide technical support to managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.
• Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.
• Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.
• Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.
• Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
• Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)
• Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.
• Attend to issues with company owned and personal mobile devices (iOS and Android) which are connected to corporate systems.

Educational and Technical Qualifications: Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.
Certifications: Industry certifications such as A+ recommended

Required Skills/Abilities:

• Excellent verbal and written communication skills
• Excellent customer service skills
• Advanced skills in supporting Windows computers and Apple mobile devices.
• Advanced skills in supporting Microsoft suite products, e.g. Copilot, Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.
• Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.