IT Support Specialist

TEKsystems•Washington, DC

11d•$31 - $33•Onsite

About The Position

This is a Contract to Hire position based out of Washington, DC. The role involves using knowledge of computers, mobile devices, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support. The specialist will provide technical support in a fast-paced, high-pressure environment, multitasking and reprioritizing efforts as needed. They will communicate with management on potentially volatile situations, taking responsibility and ownership of issues. The role requires learning and applying customer and engineering best practices to support software/hardware solutions to drive high availability and meet/exceed customer expectations. This includes escalating and working with various corporate headquarters technical support specialists and software/hardware companies for issue resolution. Continuous education, advanced training, and study are expected to increase proficiency and expertise in complex computer hardware and software technologies. The specialist will leverage subject matter expertise to instruct local office technology clients on optimal technology utilization, both in-person and virtually. They will advocate for the technology needs of end users, proactively monitor technology-related business issues, and support cross-team engagement for issue resolutions. Developing relationships with Development, Infrastructure, Product, and other Application Support stakeholders is key to delivering and improving effectiveness and efficiency. Contributing to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance, and vendor management of 3rd party technology solutions providers and implementations are also responsibilities. Project management of local technology implementations and upgrades, including communication and feedback to local and corporate leadership, is expected.

Requirements

Bachelor’s degree in Computer Science, MIS or OR a significant equivalent experience
Minimum of 2 years of relevant technology support experience
Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools
Demonstrates strong customer service skills and excellent oral and written communication ability. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment.
Demonstrated analytical and problem-solving abilities including sound judgment/decision-making skills
High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation
Strong attention to detail including proficiency in clear and understandable ticket documentation
Ability to diffuse/resolve escalations, resolve complex issues
Desktop
Windows 10
Troubleshooting
Active directory
Service desk
Office 365
Hardware
Servicenow
Technical support
Imaging
Help desk support
Windows
Customer service

Responsibilities

Uses knowledge of computers, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support
Provides technical support in a fast paced, high-pressure environment while multi-tasking (e.g. rebuilding a computer and working on a networking issue) and or reprioritizing efforts as needed
Communicates with management on potentially volatile situations. Takes responsibility and ownership of the issue
Learns and applies customer and engineering best practices to support software/hardware solution to drive high availability to meet/exceed customer expectations
Escalates and works with various corporate headquarters technical support specialists, software/hardware companies in issue resolution
Continues to increase level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training, and study
Leverages subject matter expertise to instruct local office technology clients on optimal technology utilization both in-person and virtually
Advocate for technology needs of end users, proactive monitoring of technology related business issues, and support cross-team engagement for resolutions of issues
Develop relationships with Development, Infrastructure, Product, and other Application Support stakeholders to deliver and improve effectiveness and efficiency
Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed
Vendor management of 3rd party technology solutions provider and implementations
Project management of local technology implementations and upgrades, to include the communication and feedback to local and corporate leadership