Overview
Skills
Job Details
3 months contract (with possibility of extension)
Arlington VA (onsite), Multiple Locations throughout DC, close by each other!
Pay Range: $25/h - $35/h on W2, DOE
Candidates will have one site to start but their site might change through the assignment!
This person will be supporting employees with onsite IT help requests though a ticketing system and will help people in person.
IT Support team is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
* Provide basic technical support to Corporate employees worldwide.
* Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
* Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following upto ensure the problem has been resolved.
* Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
* Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
* Follow all standard operating procedures (SOP) through the effective use of knowledge management.
* Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
* Assist with activities to triage and escalate any system or network outage to reduce downtime.
* Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
* Adherence to shift schedules and timeliness are key requirements
* Willingness to work flexible shifts and scheduling, weekends, and holidays.
Basic qualifications
- 2+ years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting.
- High school or equivalent diploma.
- Associate in Computer Science or related field or experience equivalent.
- 2+ years of experience in helpdesk or desk-side environment.
- Experience in Windows, Mac OS environments.
- Strong verbal skills proven ability to communicate with technical and non-technical staff.
- Ability to work both independently and within a team environment.
- Display a commitment to quality and strong multi-tasking skills.
Russell Tobin offers eligible employee s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.