Windows Desktop Technician (Public Trust Clearance)

Washington, DC 20527

Posted: 08/09/2019 Industry: Information Technology Job Number: 36318

Kavaliro has an immediate need for a   Windows Desktop Technician to provide tier 1 and 2 help desk support and content management. Hands on experience with (e.g., Windows 7/10, Office Suite, SharePoint, ITIL, Service Desk/Deskside Support ServiceNow. 

What you will work on: 
  • Comply with ITIL standards for SL1 support activities.
  • Install, modify, and repair end user computer hardware and software.
  • Deploy, support, and decommission, mobile end user devices.
  • Respond to email messages for customers seeking help in a timely manner.
  • Provide remote support to quickly resolve end user issues.
  • Provide deskside support upon request or when remote attempts fail resolve issues.
  • Follow up with customers to ensure issue has been resolved.
  • Provide on-call support for escalation of issues and problems.
  • Act as an escalation point for difficult questions or dissatisfied customers and provide a supporting role to the project by assisting in the daily operational duties of the Call Center and its staff.
  • Ensures customer satisfaction by responding to Incident Responses (IR) and Service Requests (SR) through approved channels to the Help Desk in a timely, accurate, and professional manner.
  • Ensures excellent customer service is provided and serves as an escalation point for problem resolution.
  • Participate in team status, system issues, project and client review meetings.
  • Coach and develop junior technicians as directed.

Required Experience    
  • Knowledge of common operating systems (e.g., Windows 7/10), applications (Office Suite, SharePoint), personal computing hardware and peripheral devices.
  • Excellent verbal, written and interpersonal communication skills.
  • Experienced with ITIL processes related to Service Operations.
  • Ability to make sound, logical decisions with the support of knowledge base documentation and SME support.
  • Aggressive sense of urgency on speed and accuracy of work.
  • 4 years experience in Information Technology.
  • Experience with Service desk operations in an ITIL V3 environment.
  • Experience using Knowledge Management Software.
  • Ability to Multitask in a fast paced environment.
  • Working knowledge of Visio and MS Office
  • Self- starter and problem solver.

Preferred Experience    
  • Hands on experience with ServiceNow.
  • ServiceNow development experience.
  • Previous experience troubleshooting application-related problems.
  • Basic familiarity with the SDLC and software development.
  • Knowledge of government documentation standards.
  • Experience working with Federal customers or at a Federal site.

  • Associates Degree (in Computer Science or related field) or equivalent, and 4 - 6 years of related experience.

Security Clearance and Citizenship Requirements:    
  • Public Trust/US

  • ITIL Foundations
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