Desktop Support Technician

Job Title: Desktop Support Technician Location: Atlanta, GA, (Onsite) Position Type: Contract Interview Mode: Web cam & In-person Primary Responsibilities: Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues. Provided documented service procedures for all resolutions. Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems (e.g., business and/or custom applications, devices). Demonstrate experience designing, installing and supporting workstations, and agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications. Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or newer, etc.). Perform printer installations and toner replacement activities. Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint) Minimum Qualifications: Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients, questions, complaints, and/or providing information. Bachelor’s Degree from an accredited college or university in a computer related field – i.e. Computer Information Systems or Computer Science is a plus. Demonstrate excellent interpersonal, oral and written communication skills. Imaging machines (Dell/Win 10) and Inventory Management experience is desired Demonstrated experience working in ITIL Service Management organization is a plus. Additional Skills: Technically competent with knowledge of systems management, development and implementation methods and infrastructure. Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus. CCNA (Cisco Certified Network Associate). Excellent problem-solving skills required. Qualifications: Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college AND One year of experience providing software of hardware customer support OR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer users OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent. Required/Desired Skills Skill | Required /Desired | Amount | Actual Years of Experience Desktop Support - Windows 7/10, Office 365, Adobe Professional | Required | 2 | Active Directory | Required | 2 | SharePoint Support | Highly desired | 2 | Printer support, including toner replacement, and Print server administration | Required | 2 | Service Now incident reporting | Highly desired | 2 | Desktop Imaging Management | Required | 2 | Inventory Management and Support | Required | 2 | Good customer service, personable desk side engagement, and overall good customer support interaction | Required | 2 |

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