Job Description

Federal Hill Consulting is looking for a Help Desk Specialist that will be based out of Washington, D.C. They will be the first level response to end-users with software and hardware related issues. Must have excellent troubleshooting skills, well-organized and the ability to multi-task. Help Desk Specialist must have excellent oral and written communication skills in providing support for end-users. Must be able to document, track and resolve issues in a timely fashion. This position has frequent contact with customers, managers, executives, independent vendors and is very hands-on.

Additional duties include, but not limited to:

  • Provide Tier 1 and Tier 2 Help Desk services and support.
  • Resolve complex service requests relating to company assets, mobile devices, peripherals and related applications.
  • Interact with customers to manage customer satisfaction; provide guidance, assistance, and follow-up on customer inquiries; and assist in the implementation of customer hardware and software.
  • Develop and demonstrate an understanding of customer and business needs.
  • Resolve escalated customer and vendor issues.
  • Resolve daily issues of a complex scope that impact the team and overall business objectives.
  • Maintain a high level of employee morale within the team.
  • Maintain current knowledge of industry trends and potential impact on the support business.
  • Manage and maintain vendor’s that conduct business with the organization.
  • Excellent telephone and written communication skills with the ability to relay information to technical and non-technical users
  • Demonstrates the ability to multi-task
  • Monitors and assigns support tickets to the correct team member or group
  • Performs repairs and maintenance on the Company’s PC related hardware, software and peripherals.
  • Applies problem solving methods to computer related hardware and software issues and recommends solutions
  • Communicates the status of all problems assigned to him/her according to the existing procedures
  • Documents, tracks and monitors problems to ensure a timely resolution
  • Ability to work independently on projects as assigned
  • Maintains appropriate inventories of PC hardware and software
  • Adheres to all security procedures
  • Must be willing to travel to other offices as needed
  • Must be able to lift 50 pounds

Qualifications:

  • Associates degree desirable (or equivalent work experience).
  • Minimum 1 year of experience in an IT support or technical environment, with significant asset troubleshooting experience.
  • Must be able to assist with customer inquiries if necessary.
  • Familiarity with Windows 7, MS Office, Server 2008, Active Directory, Exchange, Cisco VPN, asset imaging, cable management, tracking inventory
  • Proven initiative, good judgment, and ability to achieve results
  • Successful management of vendor relationships

FedHill is an EO employer- M/F/Vets/Disabled

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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