About NFF

• Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services. Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).

NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a “Cisco Top-5 Mid-Atlantic SLED Partner” in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.

NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications.

About this Position / Responsibilities

Job Description Summary:

Seeking a Senior Helpdesk candidate to provide support to internal customers onsite and offsite. This position will be responsible for responding to inquiries and requests for assistance with software, technical, and other problems to be resolved. This position provides expertise, advice and advance knowledge, including in-depth problem-solving to users or customers to help diagnose and resolve their computer or system equipment issue. The helpdesk position is responsible for troubleshooting methods to fix a problem with a network, and they will log complaints into a database. In addition to documentation, initiating online reports will be a daily task. Amongst other responsibilities, support desk will open, track and close trouble tickets, and remain on top of status updates and requests, while reporting back with the customer.

Roles and Responsibilities:

• Provide IT support for all DC Water sites (HQ site and all remote sites).
• Provide leadership and level two support to less experienced personnel.
• Respond to requests for technical assistance in person, via phone, electronically.
• Receive and respond to IT support requests in a timely manner; following set procedures for logging, reporting, and monitoring the desktop environment set by the Helpdesk Manager.
• Provide assistance in areas of project management and running and managing large projects.
• Manage operations, projects and administer help desk software.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Manage Software Licenses, Installations, and Documentation.
• Provide assistance in areas of project management and running and managing large projects.
• Determine team training needs and oversee team development plan.
• Manage accuracy and timeliness of resource time reporting.
• Responsible for creating and deploying baseline configuration images for computer installations using Symantec Ghost, SCCM or similar imaging technology.
• Responsible for configuration, performance, and operation of individual computer systems.
• Ensure compliance with acceptable use, information security, and other technology policies.
• Track asset inventory, warranty and license information and update the asset management system.
• Troubleshoot and resolve problems with:
• Windows 10 Desktop and mobile device systems on-site, remotely or by phone.
• Microsoft Office 2016, Office 365 hosted applications, SharePoint, and additional workplace software products.
• Printers, devices, and peripherals.
• Cell phones, tablets, and other mobile/wireless devices.
• Patch Management.
• Provide guidance and training to Staff on operation of systems and products and where appropriate, provide recommendations for improvements.
• Responsible for hardware and software deployments and IT inventory of said equipment.

Qualifications

Required Qualifications:

• Reliable transportation to provide service and equipment transport at the remote sites required in a timely manner each workday.
• Able to lift 40 pounds regularly required.
• Maintain accurate inventory records.
• Always demonstrate proactive customer care behaviors.
• Ability to deliver results and to effectively manage and prioritize desktop support projects.
• Advanced problem-solving skills. Sorts through complex issues and conducts analysis of multiple solutions.
• Identifies technical problems with minimal escalation.
• Organizational skills and attention to detail.
• Ability to work with a diverse environment.
• Prior experience tracking and maintaining accurate IT Inventory records.
• Excellent troubleshooting and critical thinking skills will be a requirement.
• Must possess excellent communication and written skills, and have knowledge of advanced and current computer hardware.

Experience:

• Knowledge of deployments (hardware and software).
• Planning, organizing, and paying attention to detail.
• Problem analysis/Solving/Adaptability.
• Customer service orientation.
• Oral and written communication skills.
• Management skills.
• Must have exposure to running projects, and/or involvement within a large-scale project.
• Experience offering training and written customer documentation/instructions.
• Excellent Work Ethic (punctual, self-motivated, team player).
• Five to Seven years of IT working knowledge of fundamental operations of relevant software, hardware, and other equipment.

Education:

• Bachelor’s Degree in related field or equivalent
• Windows 10 or Windows 11 MCP official Microsoft certification

NFF Disclosures

We differentiate ourselves as an organization that focuses on people, both our clients and our employees. We are committed to empowering our employees by creating an environment for growth, partnership, respect, and creativity.

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• Commuter benefits, and Educational assistance.
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off