Helpdesk Associate

Edgewater Technical Associates • Reston, VA

54d • Onsite

About The Position

Edgewater Technical Associates is seeking qualified candidates for a Helpdesk Associate opportunity in Reston, VA. Location: Full time in the Reston, VA office. Local candidates only Position Overview: · Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects · Configures and installs standard hardware and software · Provides basic automation support and coordination to the project · Implements the IT portion of the project closeout plan. · Performs a broad range of varied automation and communications related work activities. · Plans and schedules own work within a limited time horizon. Help Desk Operations · Provides 24x7 first line support for IT services to internal users. · Responds to IT requests and incidents, troubleshoots issues, provides feedback, assists in the development of new procedures, and participates in the rollout of new technologies and services. · Work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally. IT Service Management · Assists with the day-to-day IT Service Management process based on industry standards. · Helps develop the roadmap and guides, defines processes and data requirements, and establishes metrics and reports. · Work will support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures. Local Infrastructure/Deskside Operations · Deploys and provides hardware and IT services to internal end users in Bechtel offices. · Diagnoses and resolves hardware and software related issues, maintains and troubleshoots local IT infrastructure, network and collaboration services, and participates in the rollout of new technologies and services. · Work will contribute to improved incident resolution and customer service standards. Mobility & Wireless Operations · Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services. · Participates in the development and rollout of new technologies and services to enhance end user experience and meet business needs. Local Infrastructure / Deskside Operations · Deploys and provides end user hardware and IT services to internal users in Bechtel offices locally · Diagnoses and resolves local Infrastructure, hardware & software related issues · Follows standard operating procedures for IT request and incident services to the end-user · Improves Incident resolution and customer service standards · Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues · Participates in the rollout of new technologies, services, and security remediations Helpdesk Operations · Provides 24 x 7 first line support for IT services to internal users · Follows standard operating procedures for IT request and incident services to the end-user · Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally · Provides feedback and assist in development of procedures, work instructions and new scopes · Participates in the rollout of new technologies, services, and security remediations Mobility & Wireless Operations · Deploys and provides mobile devices and mobility services to internal users · Follows standard operating procedures for mobility services to the end-users · Troubleshoots end user performance issues for mobile devices (Smart phones, tablets, data devices, etc.) as well as mobile applications and Bechtel App Store · Provides feedback and assists in development of procedures, work instructions and new scopes · Responsible for mobility asset and inventory management · Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services · Participates in the rollout of new mobility technologies and services

Requirements

• BA/BS with 1-2 years of experience or 5-6 years of relevant work experience without a degree.
• Basic knowledge of corporate, industry, and professional standards.
• Basic knowledge of project management concepts and tools.
• Ability to handle customer interactions in an accurate, effective and timely manner.
• Ability to articulate ideas and write clear and concise reports

Responsibilities

• Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects
• Configures and installs standard hardware and software
• Provides basic automation support and coordination to the project
• Implements the IT portion of the project closeout plan.
• Performs a broad range of varied automation and communications related work activities.
• Plans and schedules own work within a limited time horizon.
• Provides 24x7 first line support for IT services to internal users.
• Responds to IT requests and incidents, troubleshoots issues, provides feedback, assists in the development of new procedures, and participates in the rollout of new technologies and services.
• Assists with the day-to-day IT Service Management process based on industry standards.
• Helps develop the roadmap and guides, defines processes and data requirements, and establishes metrics and reports.
• Deploys and provides hardware and IT services to internal end users in Bechtel offices.
• Diagnoses and resolves hardware and software related issues, maintains and troubleshoots local IT infrastructure, network and collaboration services, and participates in the rollout of new technologies and services.
• Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services.
• Participates in the development and rollout of new technologies and services to enhance end user experience and meet business needs.
• Deploys and provides end user hardware and IT services to internal users in Bechtel offices locally
• Diagnoses and resolves local Infrastructure, hardware & software related issues
• Follows standard operating procedures for IT request and incident services to the end-user
• Improves Incident resolution and customer service standards
• Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end user performance issues
• Participates in the rollout of new technologies, services, and security remediations
• Provides 24 x 7 first line support for IT services to internal users
• Follows standard operating procedures for IT request and incident services to the end-user
• Troubleshoots end user performance issues for IT infrastructure, applications, network, and collaboration services globally
• Provides feedback and assist in development of procedures, work instructions and new scopes
• Participates in the rollout of new technologies, services, and security remediations
• Deploys and provides mobile devices and mobility services to internal users
• Follows standard operating procedures for mobility services to the end-users
• Troubleshoots end user performance issues for mobile devices (Smart phones, tablets, data devices, etc.) as well as mobile applications and Bechtel App Store
• Provides feedback and assists in development of procedures, work instructions and new scopes
• Responsible for mobility asset and inventory management
• Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, Smartphone, PDA, broadband and enterprise mobility management services
• Participates in the rollout of new mobility technologies and services

Benefits

• We offer multiple individual and family benefit options including paid time off, medical, dental, life, vision, and disability insurance, and a pre- and post-tax 401 (k) retirement account with Company matching contributions and 100% vesting for eligible participants beginning DAY 1.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 251-500 employees