Black Box Corporation Desk-side Support Technician in Washington, District Of Columbia
Black Box Network Services (Black Box) has the following role available providing support for the Office of the Inspector General (OIG) Department of Health and Human Services (HHS): Desk-side Support Technician, in Washington DC.
This Desk-side Support position provides for the support services to OIG/HHS personnel, and is an integral part of the Black Box service delivery team. The person awarded this position will contribute to Black Box’s outstanding customer service.
This is a full-time position for which we are seeking highly motivated, innovative professionals to provide excellent customer service solutions. The Desk-side Support Technician will work in a team environment to assist in supporting our Federal Government customers. Desk-side Support service encompasses receiving escalations from the Service Desk via phone calls, emails, chat, instant messaging, and texts. These individuals will be in a very mobile role which may require some local travel within the DC metropolitan area to provide hands-on computer-related support. The Desk-side Support Technicians will also be documenting incident and problem tickets within the IVANTI/LANDESK ITSM system. The successful candidate will have:
Duties of this position are as follows:
Technical aptitude and experience in providing “hands-on” computer/hardware, desktop, software, and overall COTS-related technical support as required.
Must have good working knowledge on how to image and set up new machines with Windows OS, including installation and configuration of different applications, software, and COTS products.
Must have proficient skills in troubleshooting and fixing network/local printers, network issues, peripheral devices, and VTC-related equipment.
Must be able to check end user client system availability on a daily status.
Experience working with ITSM ticketing systems with at a minimum foundation understanding of ITIL processes.
Capable of documenting and triaging requests; solving or escalating the requests as needed per customer approved operating procedures.
Ability to track request status and providing routine progress updates to the customer; and following up with customer on the resolution of ticket for completeness/quality and satisfaction.
Capable of meeting and exceeding Service Level Agreements (SLAs) as required per customer requirements
Microsoft Word, Excel, Outlook (email) Visio & Power Point required
High School diploma or 5 years applicable experience
2 – 5+ years working experience in an Enterprise Help Desk environment supporting Federal Government customers (including in-person tech dispatch experience).
Familiarity with government security and accessibility guidelines
IT/Customer service experience (good people skills) in an Enterprise Help Desk environment with SLA requirements
Technically proficient and experienced in providing IT support
ITIL 2007 (v3) or ITIL 2011 Certification
DoDD 8570 Level II certification (CompTIA Security+ Certification)
Must either have or can obtain Level 6 Public Trust security clearance
Must be capable of passing a basic background investigation
Must be a US citizen
Must be able to communicate in English, both written and orally.
Microsoft Certified Professional (MCP, MCSA, MCSE)
Experience with IVANTI/LANDESK ITSM and Endpoint Manager 2017
Requisition ID: 2018-1831
External Company Name: Black Box Corporation
External Company URL: www.blackbox.com