Sr. Helpdesk Tech Tier II MFD Deployment

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Job description

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 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 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 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

Skill
Experience with face-to-face desktop support to internal customers (which will include local travel)
Experience with computer refresh projects: replacing PCs without causing a disruption in service to end user including file transfer and configuration
Support computer and peripheral moves for customers moving offices or cubicle locations
Managing all customer interactions by documenting all encounters in service tickets no matter how the original encounter was communicated
Experience with Microsoft operating systems
Experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio and other O365 applications
Experience with installation, support, and troubleshooting custom applications developed by vendor or internal teams.
Experience with ITIL (Information Technology Infrastructure Library) concepts
Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)

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