Trigyn's direct government client in Arlington, Virginia has a REMOTE long term opportunity.
The consultant will be assigned to a call center/help desk environment in the Department of Technology Services. These employees provide technical support on a variety of infrastructure systems, applications and hardware to employees, the Board, and client facilities. Support is provided in response to calls, emails, and walk-in requests.
MAJOR DUTIES / SPECIFIC TASKS:
Receives, create, submit and escalate support ticket
Responds to help desk calls, emails and chats; determines nature of the issue or request and identifies solution or refer to appropriate source.
Documents calls in support ticketing system, ensuring appropriate categorization, priority and description on the ticket.
Analyzes reported problems through use of remote tools to identify source of problem; consults with staff who have technical expertise in specialized area (e.g. networks, telecommunications, systems engineering) to follow up on problems identified by the user.
Advises users on more appropriate use or efficient procedures
Validate, Triage and analyzes technology issues or request from users
Ensure appropriate Impact and Severity settings
Ask pointed questions to customer to ensure ticket is being submitted for the correct issue
Work with customer to run through basic troubleshooting to verify issue specifics and eliminate duplication of effort by Tier 2 support if escalation is required.
Provides guidance to users on basic and advanced features of operating systems and applications, including Windows, Microsoft Office Suite, OS 365, Adobe products, and Internet Explorer
Basic troubleshooting of issues on desktops, laptops, printers, and mobile devices.
Share knowledge with other technicians on new technology including appropriate use, practical applications, and follows up to ensure effective use.
Installs and configures hardware, applications, and peripherals in support of the clients business operations and needs.
Sets up and customizes (configures) the user environment including security, displays, startup and logon procedures.
Installs, configures, and tests workstations and mobile devices with supporting hardware operating system, application software and/or network components.
Installs and configures new printers; develops and maintains print queues and troubleshoots printer issues.
Coordinates with other technical staff such as network analysts, programmers, and system administrators to ensure correct installation, connections, and accessibility.
Configures Microsoft desktop systems and applications to ensure optimal performance for users (e.g. customizes toolbars, configures proofing tools, manages Outlook data, start menu, fonts, and folder settings.)
Performs application installations and upgrades, including testing to ensure operation and compatibility.
Creates all workstation images countywide; includes testing and certification of new departmental baseline configurations to support unique business requirements.
Meets with users and technical staff to define requirements and to integrate new technologies into the network environment; explains procedures and timeframes.
Ensures the full operation and maintenance of the System Management Server (SMS), the primary server for deploying security updates, service packs and applications to desktop units and mobile devices.
Provides operational technical support for assigned business activities.
Education: High School Diploma or GED
Experience: Some experience providing support in an MS Office/Windows environment.
Licenses/Certifications: Positions in this class require certain professional certifications to have or attained within specified timeframes and maintained.
HDI Support Center Analyst within 12 months of entry into class.
ITIL 4 Foundation Certification within 12 months of entry into class.
MCA - MS Office 365 Certified: Modern Desktop Administrator within 18 months of entry into class. (requires regular updating)
Knowledge of computer applications, software and tools for troubleshooting and/or data analysis.
Interpersonal skills to explain rules and procedures clearly.
Problem solving skills to apply standard procedures to clearly defined problems.
Reading comprehension to read technical materials.
Ability to document and express technical concepts clearly in writing.
Ability to use computer tools and applications to complete work.
Ability to analyze and process routine information and resolve issues.
This is a fully remote position. Employee is required to provide and maintain a quiet professional, work environment with business level internet access.
The employee must be available to work various working shifts and during emergency situations if needed.
The employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).
For Immediate Response call 703-454-2948 or send your resume to RecruiterPS@Trigyn.com
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 30 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 certified company.