help desk support

Position : IT Specialist

Location : Washington, DC

Duration : Full-time/Contract

Job Description:

POSITION REQUIREMENTS

• Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.

• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.

• Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.

• Analyze and assess customer service requests and provide prompt technical solutions.

• Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.

• Prepare progress/status reports and submit to team leads as required.

• Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.

• Identify and document areas for process improvements.

• Contact and effectively communicate with users by telephone, electronic communications, or in person.

• Prepare equipment for reuse or surplus of property actions.

• Provide technical support for customers assigned to remote locations as required.

• Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.

• Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations