Sr Service Desk Technician

Senior Service Desk Technician

ENGAGEMENT TYPE:

Contract

WORK ARRANFEMENT:

Hybrid (Onsite & Remote) – 2-5 days in the office every week. Candidate MUST be local to the DC Metro area.

SHORT DESCRIPTION:

767367 - A014 SDT – Senior

Hybrid position - will require on-site reporting to OCIO office

COMPLETE JOB DESCRIPTION:

The Service Desk Technician - Senior provides technical support for customers who experience computer and

software issues in the areas of standard Windows desktop applications as well as applications developed by

the OCFO and its vendors. This position serves as the first point of contact for troubleshooting hardware and

software problems.

Duties & Responsibilities…

A. Respond to service requests and service incidents reported by OCFO staff via phone, email, or web portal.

Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked

and managed to resolution within defined service level agreements.

B. Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment, including common

desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active

Directory.

C. Ability to provide tier 1 and tier 2 support for iOS-based mobile devices, including common mobile-based

applications such as email, Microsoft365, and authentication applications.

D. Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.

E. Interact with network team and application development teams to

Required Experience: At least five (5) years of experience in the following…

A. Providing help desk support for the Windows operating system, Windows-based applications and

databases, and AD account management;

B. Providing help desk support for iOS devices, iOS-based applications, and iCloud account management;

C. Configuring, imaging, and deploying Windows based laptops, printers, and desktop assets;

D. Workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.

E. ITIL v4 Foundationf.

F. CompTIA A+ certification

Preferred Experience: At least five (5) years of experience in the following…

A. Endpoint protection and management tools such as CiscoAMP, Absolute, or HP SureClick;

B. IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.