ON-SITE. Location can be DC OR ALEXANDRIA OR HYATTSVILLE MD

As an Sr. Helpdesk Technician Tier II – MFD Deployment, the resource maintains and ensures the proper function of standalone printers, scanners or Network Printers. The Printer Technician takes care of the regular and routine repairs including replacements such as new ink cartridges.

Responsibilities for Sr. Helpdesk Tech Tier II – MFD Deployment

• Face-to-face desktop support to WMATA internal customers (which will include local travel)
• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone
• Troubleshoot and triage service requests face to face and/or via remote access
• Resolve service tickets or escalate to other support entities as needed and within SLA
• Perform incident management to ensure trouble tickets are addressed in a timely fashion
• Support WMATA PC Refresh Program: replacing old computers with new computers provided by WMATA; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicle locations
• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)
• Document calls in the Ticket Management System to ensure proper tracking and resolution. The Support Technician/Tier2 provides desk side support when problems cannot be resolved remotely. The Support Technician/Tier 2 also provides WMATA standard Enterprise application and/or WMATA customized application support.
• Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
• Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
• Act as escalation point for the Tier 1 support.
• Troubleshoot desktop, laptop, printers when needed
• May be responsible as "primary" support analyst for WMATA custom Applications. May be responsible as "primary" support analyst for WMATA standard Enterprise Applications.

• Provide IT equipment support during special services like Inauguration and Operations Command Center support
• Provide IT equipment removal and disposal services
• Contribute two technical articles per week to knowledge base

Qualifications for Sr. Helpdesk Tech Tier II – MFD Deployment

• Minimum two (2) certifications: CompTIA A ; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
• Dell Certified Technician
• ITIL(Information Technology Infrastructure Library)
• Minimum 3 to 5 years of experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
• Demonstrate expertise in Microsoft operating systems.
• Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
• Experience with Microsoft Exchange
• Experience within a Desktop Helpdesk.
• Good communication, problem solving and technical writing skills.
• An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.
• Flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone

Job Types: Full-time, Contract

Pay: $20.50 - $40.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have a Microsoft cert?
• Can you work onsite?
• What is the pay you are loooking for?

Experience:

• Help desk: 3 years (Preferred)

License/Certification:

• CompTIA A (Preferred)

Ability to Relocate:

• Washington, DC: Relocate before starting work (Required)

Work Location: In person