Desktop Support Technician

Title: Technician Standard II IT Coordinator II

Duration: 9 Months Long Term

Location: Washington, DC 20433

100% Onsite

This team is responsible for enabling and delivering IT support to staff and providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including:

• IT support and troubleshooting of client s provisioned hardware, software, and applications;
• Client IT training and outreach; direct desk side and remote support;
• Virtual meeting support; and configuration and provisioning of standard devices. For the Washington, DC campus, Tier 2 local IT Support (ITSR3) is organized by building/location. We engage directly with the business and leverage ServiceNow for incidents and requests to deliver timely, best-in class support to our end-user community. With an annual satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that contractors must fulfil are:

Roles & Responsibilities:

• Provide technical support to Client managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client s standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.
• Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.
• Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.
• Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.
• Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
• Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)
• Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.
• Attend to issues with client-owned and personal mobile devices (iOS and Android) which are connected to corporate systems.

Educational and Technical Qualifications:

• Bachelor's degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience.

Certifications:

• Industry certifications such as A+ recommended

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Advanced skills in supporting Windows computers and Apple mobile devices.
• Advanced skills in supporting Microsoft suite products, e.g. Copilot, Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.
• Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.