Computer User Support Specialist - Jr

A1FED Inc•Washington, DC

5d•Onsite

About The Position

This role provides Level 1 end-user support in a Microsoft-centric environment. Responsibilities include addressing user inquiries via phone, email, and in-person, resolving issues within specified timeframes, and utilizing a ticketing system. The specialist will support a range of technologies including Windows 10, Microsoft Office 365, Active Directory, printers, and mobile devices. The role also involves equipment installation, uninstallation, relocation, and lifecycle management. Support hours are Monday through Friday, 8:30 a.m. to 5:30 p.m., Washington, D.C. local time.

Requirements

2+ years of end-user support experience in a Microsoft-centric environment.
Knowledge and expertise in supporting Windows 10 and later, including adding printers, joining/removing objects from the domain, Microsoft Outlook configuration and troubleshooting, network file shares, and diagnosing/troubleshooting Windows file permissions.
Basic knowledge of Voice Over Internet Protocol (VoIP).
Troubleshooting basic issues with network/direct attach printers.
Experience administering user accounts in Active Directory.
Effective Communication and Documentation Skills.
Working knowledge of Networking (TCIP/IP, Network Topology).
Knowledge of standard cloud and local office software applications including, but not limited to Microsoft Office 365, Word, Outlook, Excel, PowerPoint, OneNote, Adobe Acrobat, Microsoft Edge, Google Chrome, Firefox, etc.
Knowledge of and ability to facilitate and run Teams and Zoom meeting sessions.
Ability to physically relocate IT equipment (phones, docking stations, monitors, printers, keyboards, mice, projectors, televisions, etc.).
Ability to support the relocation of employees within the headquarters building in Washington, DC.

Responsibilities

Provides Level 1 support via phone, email, remote access, and in-person.
Addresses and answers user questions received through the support desk.
Resolves fielded calls accurately and timely, aiming for resolution within two working days.
Provides resolution to users via email, phone, or in-person assistance within two business days of request receipt.
Uses and monitors the support desk ticketing system (ZenDesk) throughout the business day.
Assists walk-up users, informing them of the two-business-day resolution goal.
Provides immediate assistance to Presidential appointees, SES, and other high-level employees as determined by the CIO.
Resolves and closes 70% of tickets received by Level 1 staff that are not escalated to Level 2 within two business days.
Installs and uninstalls laptops, Windows OS images, videoconferencing, and audio equipment.
Tests Wi/Fi and Ethernet access points.
Supports Apple iPhones, including enrollment in MDM solutions, resolving issues, and coordinating replacements.
Supports employee relocations within the headquarters building.
Performs equipment lifecycle management activities for all IT equipment.
Physically relocates IT equipment such as phones, docking stations, monitors, printers, keyboards, mice, projectors, and televisions.