User Support Specialist

Job Description

Delaney Advantage Technologies, LLC is a Verified Service-Disabled Veteran-Owned Small Business (SDVOSB) with the Department of Veteran Affairs (VA) that specializes in sustainable Information Technology solutions for the Federal government. Founded in 2014, our team provides experience-based solutions across our four core competencies: Cybersecurity, Software Services, System & Network Engineering, and IT Operations & Maintenance. Based in Bethesda, Maryland, we operate in the Washington, DC metropolitan area.

Would you like to work for a firm where your opinion is valued, and you have direct access to the senior leaders of the organization?

Join a diverse community of smart, highly-motivated colleagues who thrive on new challenges and are at the top of their game. Take pride in a culture that promotes sustainability, and work in a setting where employees can achieve their goals. We're Information Technology (IT) professionals, but we're people first and the Delaney Difference starts with OUR PEOPLE. Energy, passion, and creativity define us.

We're seeking a highly skilled Technical Support Specialist to provide IT Support Services to include, but not limited to Service Desk Support, Software and Application Support, Backup Support, Video Teleconference Support and Tech-Refresh Projects. The professional in this role will be responsible for the support of approximately 200 users and over 500 requests for service per month in various methods including telephone calls, emails using an automated serviced desk ticket system, voicemail and walk-ups. The Technical Support Specialist will provide on-site technical services to operate and maintain desktop computers, notebooks, tablets, smart phones, computer peripherals, printers, scanners, and other similar devices. He/she will receive all initial customer service requests for all IT services including network services, server services, and supported services. Additionally, the Technical Support Specialist will be involved in recommending and assisting with improvements to streamline current processes to enhance the efficiency and reliability of equipment and systems.

Job Category: Professional Services

Position Title: Technical Support Specialist

Location: Washington, DC

Responsibilities:

Provide remote and desk-side technical support for the client Service Desk located in Washington, DC

Provide support to the customer onsite by answering, evaluating and prioritizing incoming telephone, voice mail and email requests for assistance from approximately 200 users experiencing problems with hardware, software, networking and other computer-related issues

Resolve customer service requests over the telephone, through desktop consultation with users, or by using remote management software

Maintain documentation on service desk procedures, problem resolution, prioritization and emergency procedures, as well as, maintain and update a service desk knowledge management system

Provide support to the client with the research, installation, maintenance, operation and troubleshooting of audio and video presentation equipment for several conference rooms and departments

Provide VPN support services

Configure and deploy new equipment, as required

Provide onsite support after-hours and/or during weekend hours to respond to emergency customer issues

Provide basic telephone support such as connecting VOIP telephones, troubleshooting phone port issues, loading and configuring ShoreTel software and mobile phone, and mobile phone email configuration support

Monitor all backups, troubleshooting, vendor support contact, media changing, media handling, media inventorying, and problem resolution of backups

Requirements:

3+ years of experience as a Technical Support Specialist in an enterprise environment

2+ years of experience supporting Microsoft Office 365 - Outlook Email, SharePoint, Skype, One Note

2+ years of experience supporting the following Operating Systems: Windows 10, Windows 7, Server 2008 R2, Server 2012 R2, Server 2016, MAC OS

1+ years of experience supporting Active Directory in an enterprise environment

Knowledge of Microsoft Office 2013 (Windows, Word, Excel, Access, PowerPoint, Visio, Outlook)

Knowledge of Shavlik/Ivanti Security Patch Management System

Knowledge of Skype audio and video conferencing tool

Knowledge of Symantec Endpoint Protection with centralized management console

Knowledge of Barracuda SSL VPN solution

Proven ability to develop strategy as well as write, communicate, facilitate, and present to all levels of lT, internal staff and management.

Candidate must have excellent verbal and written communication skills with the ability to communicate effectively with non-technical users.

Delaney Advantage Technologies, LLC. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of political affiliation, race, color, religion, national origin, gender, sexual orientation, marital status, age, disability, or other non-merit factors. Delaney Advantage Technologies seeks to provide employment opportunities for protected veterans and individuals with disabilities.

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