Share Email Opening Title WMATA Tier I Helpdesk Technician  Location Washington Metropolitan Area Transit Authority (WMATA)   Address 600 5th Street, NW   City Washington   State and Postal Code DC 20001   Full-Time/Part-Time Full-Time   Description In conjunction with other internal IT support staff, provide first level technical support and troubleshooting for the staff and contractors (on-site and remote) who are our client base via telephone, chat, fax, or email. Log service tickets for every customer interaction regardless of the mode of communication(email, phone, fax, or chat). Conduct diagnostics and evaluations to determine solutions and alternatives by answering questions, requests and work orders; supporting workstations and related hardware and software used within WMATA and at client sites; and ensure timely IT and AV provisioning for WMATA conferences and meetings. Create and manage escalation procedures. Report critical issues, which fall under WMATA’s critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NDA) required to release these criteria. Ensure service levels are maintained across all of IT. Develop and maintain accurate service delivery management and monitoring tools and processes. Ensure sound development of the enterprise-wide desktop hardware and software standards and enforce the established standards, as well as administer appropriate desktop hardware and software asset management. Manage all maintenance and support services related to desktops, laptops, printers, scanners, telecommuting technologies and monitors. Perform administration services such as creation, access modification, and deletion of end-user accounts. Participate in the planning, installation, operation and maintenance of WMATA-wide desktop software, including workstation operating systems (e.g. Microsoft Windows OS versions 7, 8.1 and 10), off-the-shelf products (e.g. Microsoft Office volume licensed, Office 2013 Pro Plus and Office Pro Plus 2016, Project, Visio, Outlook, Skype for Business and OneDrive Service) and desktop management tools (eg. Microsoft SCCM). Oversee all client hardware/software purchase requests. Collaborate with the IT leadership team to select and implement cost-effective technology for WMATA. Work with IT infrastructure team to develop and implement IT strategic and operational plans. Work with enterprise technical architecture in planning, installation, operation and maintenance of all desktop hardware. Plan and coordinate large-scale application and hardware deployments.   Position Requirements 1 to 5 years’ experience in a high profile and fast-paced Help Desk/Call Center environment required. A minimum of one Microsoft and related certifications preferred (MCSE, MCSA, MCDST, A+, HDI) Must be available to work rotating shifts that span 24 x 7 x 365 Strong customer service experience. Experience in a commercial IT environment with over 5,000 users. Intermediate skills in computer technology, including network infrastructure, security, telecommunications, software applications, IP operations, PC and laptop hardware and peripherals. Experience supporting users in Microsoft Windows OS versions 7, 8.1 and 10, Office 2013 Pro Pluc and Pro Plus 2016, Project, Visio, Outlook, Skype for Business, and OneDrive Service. Experience supporting various browser environment: Internet Explorer (IE) 9, 10, 11 and Edge. Other unsupported browsers may exist in the environment. Advanced and refined computer and software troubleshooting skills. Proficient time management skills and detail-oriented organizational skills. Provide customer-oriented results and build an efficient end-user support environment. Have a solid understanding of and ability to utilize performance metrics. Comfortable with rapid changes in direction and environment. Able to analyze and resolve complex technical problems over a wide variety of systems. Proficient with the primary desktop authentication environment (e.g. Microsoft Active Directory) and desktop management tool (e.g. Microsoft SCCM). Knowledge of Microsoft Office Suite. Proven success in coordinating and leading activities. Excellent written and verbal communication skills   Number of Openings 12   EOE Statement T and T Consulting Services, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.   This position is currently not accepting applications. To search for an open position, please go to http://TandTConsultingServices.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category -- None found -- Other Jobs Within 60 Miles -- None found -- Follow us See who works here:

 

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