Mission: The project you will be supporting for a federal customer will provide a variety of IT support including infrastructure, service desk, and project management services.

Day-To-Day:

As a Help Desk Specialist, you will provide support for configuring and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions. You will develop training materials and provide training to users with various skill levels. In addition, you will diagnose, troubleshoot, and remediate security vulnerabilities as they arise.

Must Haves :

• Must be proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
• Must be proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom.
• Ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft’s Remote Desktop Services, and/or SolarWinds Dameware.
• Candidates must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Minimum of five 3 years’ experience in troubleshooting end-user hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, security compliance, Active Directory administration, and endpoint management.
• CompTIA A+ or Apple Certified Support Professional (ACSP); and ITIL (certifications must be obtained within 6 months of hire).

Plusses :

• Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Experience in developing training materials and provide training to users with various skill levels.
• Broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
• Experience hosting effective virtual presentations and meetings, using collaboration tools including video calls, file sharing, and whiteboarding.

Job Type: Full-time

Pay: $55,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Bethesda, MD: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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