Desktop Support Technician - Tier 2 - NCR

Title:   Desktop Support Technician - Tier 2

Location:  Washington, DC

Under general direction, responsible for ensuring the timely process through which problems are controlled.
• Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Requires experience and understanding of MIS environment.
• Typically involves use of problem management database and help desk system.
• May provide guidance/training for less-experienced personnel

The Help Desk Technician will provide phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, and commercial and custom applications. He or she will serve as the initial point of contact for troubleshooting hardware/software PC and printer problems

RESPONSIBILITIES:
-Answer correspondence from employees relating to computer problems and work on providing resolution.
-Document problems and resolutions worked on in a timely and efficient manner.
-Notify appropriate IT staff of more serious network/infrastructure problems and work with them toward resolution.
-Work with rest of Help Desk to keep accurate logs/inventory of all software and hardware.
-Assist the rest of IT staff with the further development and administration of the IT Help Desk function.
-Obtain customer feedback information.
-Effectively communicate customer issues and concerns to all applicable internal staff members.
-Document all contacts, actions, and responses in customer database.
-Organize and maintain file system; files correspondence and other records.
-Maintain working knowledge of products and/or services.
-Prepares reports and correspondence as needed.
-Performs other duties as assigned by supervisor.

REQUIREMENTS:
-3 years of related help desk or technical support experience
-Ability to react to high priority problem calls, and interface with a variety of clients.
-Proficiency in MS OS: WinNT, Win2000, Win XP, Lotus Notes, Enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for Applications, Novell environment, SQL server, backup tape support for servers, file recovery.
-Commitment to excellence and high standards.
-Strong organizational skills; able to manage priorities and workflow.
-Ability to work independently and as a member of various teams and committees.
-Ability to understand and follow written and verbal instructions.
-Acute attention to detail. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Outstanding customer service skills

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.