Service Desk Technician

Ampcus, Inc; Washington (District of Columbia); On-site; USD 40,000 - 55,000; Full time

Job summary

A technology consulting firm in Washington, DC is seeking a motivated Service Desk Technician to provide user support and track issues to resolution. The ideal candidate will assist both internal and external users via various communication channels and help with IT training for new hires. Candidates should have customer service skills and a basic understanding of Windows and PC installation. This role can lead to further learning opportunities within the firm.

Qualifications

• Zero to two years of directly related experience.
• Knowledge of installing Windows and building/repairing PCs preferred.
• Experience with customer service and end user support is desired.

Responsibilities

• Provide advanced phone/email/walkup support to users.
• Assist users in connecting to the network remotely.
• Conduct IT training for new hires.

Skills

Customer service

Problem-solving

Communication

Analytical skills

Education

High School to Bachelor Degree

Tools

Microsoft Office Application Suite

Windows OS

Ticketing systems

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented team.

Job Title

Service Desk Technician

Location

Washington, DC

Summary/Objective

The Service Desk Technician I will provide assistance to end users and remote users at client, track issues to resolution, document solutions, and escalate to other technicians as needed. The individual in this role will apply proven communication, analytical, and problem-solving skills to help maximize the support provided to end users at client.

Responsibilities

• Provide advanced phone/email/walkup support to internal and external users.
• Assist users in connecting to the network remotely.
• Conduct IT training and orientation for new hires.
• Create Active Directory accounts for new users and contractors.
• Troubleshoot advanced network issues.
• Review Service Desk level 1 escalations for compliance prior to escalation.
• Install and support desktop software applications.
• Preform laptop and desktop installations.
• Grant permissions to internally created applications.
• Other duties, as assigned.

Core Competencies

• Forward Thinking: The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.
• Thinks Critically: The ability to approach one's work analytically by identifying issues/questions, gathering and evaluating data, and creating evidence-based recommendations or solutions.
• Embrace Innovation & Change: The ability to respond positively to change and demonstrate flexibility, and openness to new ways of thinking and doing things.
• Communicate Openly & Effectively: The ability to effectively communicate in multiple modes and in a way that fosters understanding and dialogue, as well as engages with others in a way that demonstrates emotional intelligence.
• Performance Focused: The ability to take ownership for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback, and addressing performance problems and issues promptly.
• Apply Customer Lens: The ability to provide the best service to customers (internal and external) with the goal of exceeding their expectations while maintaining integrity.
• Develop Self & Others: The ability to identify, learn, and apply new skills or habits as needed to perform successfully on the job.
• Foster Collaboration: The ability to look beyond immediate teams, broaden peer networks, and finding ways to partner with internal and external stakeholders to achieve success.

Education, Experience and Experience

• High School to Bachelor Degree with no preferred certifications.
• Zero (0) to Two (2) years' of directly related experience.
• Knowledge of the Microsoft Office Application Suite preferred.
• Experience installing Windows and building/repairing PCs preferred.
• Experience with customer service, end user support, networking technologies, ticketing systems, remote PC management, and audio visual systems is desired.

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. This is largely a sedentary role; however, the employee may occasionally be required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.