Technical Support

Confidential Company  •  Washington, DC
Salary depends on experience
Posted on 02/27/18 by Cynet Sytems
Confidential Company
Washington, DC
IT Consulting/Services
Salary depends on experience
Posted on 02/27/18 Cynet Sytems

US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.?

Job Description:

  • Configures desktop and laptop computers with applications for staff use in office or for travel on missions
  • Provides clients with computer and networksupport in response to specific requests related to various standard software and hardware, printing problems, computer viruses, network connection and usage and other IT-related matters
  • Provides timely desk side support, when issues cannot be solved via the phone or by email
  • Responds to client incident/problem tickets in Remedy ticket tracking system assigned by the Workgroup Coordinator and clearly documents timely updates in the work log regarding status and resolution of that incident
  • Provides timely follow-up on staff questions and/or outstanding issues
  • Assists team and units in managing and organizing hardware and software
  • Assists team in managing inventory of computer equipment
  • Creates technical and support documentation for IT team and user community, as needed
  • Ensures that information and systems are protected in a manner consistent with information security policy, procedures and standards
  • Communicates timely information to clients about changes in and unit technology policies and standards
  • Provides on-demand ad-hoc desk-side training on IT products & services to clients
  • Provides on-demand ad-hoc training on IT products & services to Jr level IT staff
  • Provides leadership, or assistance to other team members, in the planning and deployment of new software and hardware
  • Provides presentation support to clients, including support of VC and virtual meeting systems
  • Willingness to test new products and processes for ITS Engineering Team
  • Attends team meetings and training, as required by the Team Lead

Required Skills / Qualifications:

  • Bachelor?s Degree or 3+ years relevant experience in supporting clients at the desktop level
  • Experience with Windows OS /Win7/Win10 (Imaging, staging, troubleshooting PC OS and Hardware)
  • Familiar with enterprise management tools such as SCCM/SMS and Active Directory (AD)
  • Familiar with networks, Wi-Fi, remote access and high speed broadband
  • Proficient in all version of MS Outlook, MS Office, OneDrive, BOX, Remedy, SmartIT and IE.
  • Troubleshooting and Installation of Adobe applications eg. Photoshop, InDesign,  Dreamweaver, Illustrator, type kit
  • Experience in supporting Desktops, Laptops, Network Printers, Projectors, Scanners, monitors and other peripherals
  • Ability to provide support for AV/VC systems and enterprise virtual conferencing systems such as Webex, Jabber
  • Ability to support consumer video-conference solutions such as Skype, Adobe Connect and Google Hangout
  • Familiar with conference, VC, Webex booking through Outlook   
  • Familiar with mobile devices and Android and iOS
  • Configuring TCP/IP, NWlink, Netbeui, and Apple talk
  • Configuration of Cisco AnyConnect and Citrix receiver for remote     
  • connectivity on Laptops, iPad, iPhone and Android devices.
  • Excellent problem solving and analytical skills
  • Excellent oral and written communication and interpersonal skills
  • Excellent customer service approach in dealing with WBG staff at all levels
  • Must be a strong team player
  • Ability to deal sensitively in multicultural environments
  • Understand client needs to successfully resolve problems, and provide technical solutions.  
  • Must be organized and able to quickly adapt to new situations and changing priorities
  • Must be a self-starter and willing to learn new things
  • Must be able to work under pressure, meet deadlines and handle multiple projects simultaneously
  • Must be reliable and have good attendance
  • Must have emphasis on follow-through and accountability
  • Must have a good attitude and strong work ethic

Desirable Competencies/Knowledge:

  • Relevant BA/BS Degree or equivalent and 3+ years of experience in providing desktop support
  • Knowledge of Remote Access, VPN and Cisco AnyConnect
  • Self-motivated and innovative
  • Willing to volunteer to take on other additional tasks
  • Python installation and Configuration for data Science
  • Knowledge of Econometric software (Stata, Eviews, StatTransfer, MatLab),
  • R programming, R Studio and Tableau installation and configuration for data Science
  • Familiar with Microsoft SharePoint

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