Share Email Opening Title WMATA Tier II Helpdesk Technician  Location Washington Metropolitan Area Transit Authority (WMATA)   Address 600 5th St NW   City Washington DC   State and Postal Code DC 20001   Full-Time/Part-Time Full-Time   Description Provide onsite desk-side and remote technical support. The onsite support may require local travel. Provide technical support for workstations, hardware and software used within WMATA and at client sites. Conduct diagnostics and evaluations to determine solutions and alternatives by answering questions, requests and work orders. Perform Tier 1/Tier 2 support for one or multiple systems and releases of varying levels of complexity. Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in. Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in). 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 parameters. Ensure service levels are maintained across all of IT. Oversee all client hardware/software purchase requests. Support WMATA’s PC Refresh Program. The program includes but not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed. Work with IT infrastructure team to develop and implement IT strategic and operational plans. Plan and coordinate large-scale application and hardware deployments. 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). Support computer and peripheral moves for customers moving offices or cubicles to new locations. Provide special services that include on-site moves, Endpoint hardware setup and support, and projector support and installation, site and station manager kiosk support. Perform endpoint device imaging. Adhere to all WMATA policies and procedures 2 (two) onsite Tier II technicians, who will handle day to day break-fix/repairs of damaged equipment. The technicians who perform the hardware repairs must be certified/trained to perform IT equipment repairs. While on a service call, the Tier II technician must fully restore the customer's equipment and functionality. The break-fix support resources shall able to perform routine Tier I/II functions, based on the workload. The break-fix support includes but not limited to Troubleshoot and repair damaged hardware. Cleaning, testing, troubleshooting, and repair of referenced equipment. The equipment includes but not limited to computing hardware and peripheral: CPU chips, motherboards, tablets, interface cards, hard drives, memory, keyboards, monitors, printers (WMATA supplies the cartridges, ink, and other expendables for printers), tablets, UPS including the batteries, and other components, as well as restoration of software and data. Replacement of consumables is the responsibility of the WMATA. For under-warranty equipment, coordinate part/equipment replacement with the OEM. For out-of-warranty equipment: Research and specify replacement parts which meet or exceed the original part in quality and functionality. Provide cost estimates for the required replacement parts. Order damaged parts and perform equipment repairs. Certain repairs, which outweigh the cost of repairs vs. replacement with new hardware, may require WMATA’s approval. In coordination with IT’s inventory control team, maintain an optimal cache of commonly needed replacement hardware such as PC and Laptop components, monitors, printer components, UPS (including batteries), keyboards, mouse devices and other components to ensure rapid replacement/substitution of components not covered by a warranty. All break-fix activities must be logged and processed within WMATA’s ticketing system. Maintain and provide monthly summary of break-fix   Position Requirements Minimum 4 to 7 years' experience in a high profile and fast-paced Help Desk/Desktop Support environment required. Minimum two (2) certifications: CompTIA (e.g. A+, Network+, or Security+), Microsoft (e.g. MCSE, MCSA, or MCDST), ITIL Foundations, Dell Certification, etc. Must be available to work rotating shifts that span 24 x 7 x 365. Flexible working hours: 6:00a.m. – 11:00pm (Monday to Friday), rotating on-call support for evenings, weekends, and holidays. Experience in a commercial IT environment with over 5,000 users. Strong customer service experience. 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. Some background in financial systems support. Demonstrable experience making non-technical users comfortable with technology concepts. 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 Windows 2007 server environments and Active Directory. 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. 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