Information Technology Specialist

Title: IT Support

Location: Rockville, MD

Job Description:

This role is responsible for installation, configuration, monitoring, documentation and troubleshooting of all desktop computers and mobile devices. This includes workstations, monitors, printers, and other peripheral equipment. The role also provides software and application support, incident response and tracking, assets deployments and asset inventory.

Job Profile Tasks/Responsibilities:

•Perform daily monitoring of the Helpdesk Ticketing System to ensure all requests are being responded to within the assigned SLA.

•Provide support per requests, investigate, and troubleshoot issues.

• Provide Tier 1 & 2 technical support for system users.

•Manage the Active Directory/Office 365 by creating, changing, and deleting user accounts per request.

• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.

• Collaborate with Desktop Engineering team to perform system and software testing procedures.

• You will update assigned tickets and continuously coordinate necessary work.

• Advise management of potential risks that may have an impact on the IT environment.

• Assist in the management of Service Desk resources for optimal performance.

• Maintain professional demeanor and behavior at all times in all forms of communication.

• Perform other duties as assigned by manager.

Job Profile Minimum Qualifications:

• High School diploma required, with five years of relevant experience

• Five years of experience providing IT support in a Windows environment.

• Two years of experience with Mac

• Experience researching PC and software issues and products.

•Hands-on experience working with all types of hardware including laptops, desktops, and printers