Technical Support


Washington, DC

Industry: IT Consulting/Services


Not Specified years

Posted 263 days ago

  by    Cynet Sytems

This job is no longer available.

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