Field Service Technician II
K Group Companies
TCP/IPVoIP
Junior Computer User Support Specialist
A1FED
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia, Washington
Visit company websiteJob Level
Junior
Tech Stack
TCP/IPVoIP
About the role
- Provide Level 1 support via phone, email, remote, and in-person hands-on assistance
- Resolve user requests within two business days and communicate resolutions by email, phone, or in-person
- Use and monitor support desk ticketing system (currently ZenDesk) throughout the business day
- Receive and assist walk-up users and verbally inform them of two-business-day resolution goal
- Prioritize immediate assistance for Presidential appointees, SES, and other high-level employees as determined by the CIO
- Resolve and close 70% of tickets handled by Level 1 staff that are not escalated to Level 2 within two business days
- Troubleshoot Windows, Outlook, network file shares, file permissions, printers, VoIP, and connectivity issues
- Administer user accounts in Active Directory
- Facilitate and run Teams and Zoom meetings and support videoconferencing/audio equipment
- Install and uninstall laptops, deploy Windows OS images, and perform AV setup
- Test Wi-Fi and Ethernet access points and support Apple iPhones including MDM enrollment and replacements
- Support employee relocations within the headquarters and perform equipment lifecycle management
- Work hours: support coverage 8:30 a.m. to 5:30 p.m., Monday through Friday (Washington, D.C. local time)
Requirements
- 2-5 years of end user support experience in a Microsoft centric environment
- Level 1 support experience (phone, email, remote, in-person hands-on support)
- Experience resolving issues within two business days and closing tickets; use and monitor support desk ticketing system (currently ZenDesk)
- Windows 10 and later: adding printers; joining/removing objects from domain; Microsoft Outlook configuration and troubleshooting; network file shares; diagnose and troubleshoot Windows file permissions
- Basic knowledge of Voice Over Internet Protocol (VoIP)
- Troubleshooting basic issues with network/direct attach printers
- Experience administering user accounts in Active Directory
- Effective Communication and Documentation Skills
- Working Knowledge of Networking (TCP/IP, Network Topology)
- Knowledge of Microsoft Office 365, Word, Outlook, Excel, PowerPoint, OneNote, Adobe Acrobat, Microsoft Edge, Google Chrome, Firefox
- Knowledge of and ability to facilitate and run Teams and Zoom meeting sessions
- Ability to physically relocate IT equipment (phones, docking stations, monitors, printers, keyboards, mice, projectors, televisions, etc.)
- Installation and uninstallation of laptops, Windows OS images, videoconferencing, and audio equipment
- Testing Wi/Fi and Ethernet access points within headquarters
- Supporting Apple iPhones: enrolling in Mobile Device Management (MDM) solutions, resolving issues, and coordinating replacement of faulty phones
- Ability to support the relocation of employees within the headquarters building in Washington, DC
- Perform equipment lifecycle management activities for all IT equipment
- Availability Monday through Friday 8:30 a.m. to 5:30 p.m. Washington, D.C. local time
- On-site work required at 1730 M Street, NW Washington, DC; no job duties performed remotely
- Citizenship and clearance information requested during application (US citizenship status, clearance level, background investigation)