Job Title: Client Services Technician Job Location: Washington, DC
Clearance: Candidate must already possess an Active DoD Secret Clearance IndraSoft, Inc. is seeking a highly qualified Client Services Technician who provides prides a wide range of technical customer support to users across Apple Mac and Microsoft-based laptops and desktops. The Client Services Technician will be on the front lines of providing client-facing technical support in a hybrid telework/onsite work environment. Candidate will be responsible troubleshooting technical desktop support issues, monitoring tickets and Microsoft Teams chat sessions, support VTC room setup, help with client instructions and guidance, and assist in other client-facing support tasks. Candidate will join one of DC regions fastest growing and successful companies, providing on-demand support to the Department of States global mission. The selected candidate will support our client, in Washington, DC. The Client Services Technician provides 1st, 2nd, and 3rd tier desktop/user support to a federal client community at U.S. Department of State. Support includes technical advice to a variety of user skill levels from absolute beginners to professional level. Support also includes assisting users with technical issues involving the accessibility and usability and may research solutions regarding 3rd-party applications. Qualifications: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications Required: 2-4 years of related Apple Mac and Microsoft Windows technical experience, demonstrating success supporting desktops/laptops, peripherals, and 3rd party software. Through knowledge of current and previous 3 versions of macOS as well as Windows 10 and the ability to troubleshoot and resolve a variety of desktop issues. Thorough knowledge of Microsoft Office Suite and Office 365 (to include Microsoft Teams) and the ability to configure, troubleshoot, and resolve issues. Ability to deploy, configure, and troubleshoot peripheral devices connected to end-user computers. Experience with managing logistics and prioritizing tasks to ensure client needs are tracked and resolved in a timely manner. Experience with cloud-based ticketing systems, such as ServiceNow or Remedy. Physically able to un-box, lift, and move computers and peripheral equipment. Excellent communication, business analytical and problem-solving/trouble-shooting skills. Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally. Strong English language skills (both written and verbal). Must be U.S. Citizen and hold an active Secret Security Clearance. Qualifications Desired: Experience working with VTC technology, a plus. Experience supporting Mac computers in a network environment. Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, professional training, or work experience. Jamf Administrator certification, or training and experience, highly desired. Essential Functions and Responsibilities: Assist client with desktops/laptops and peripherals and troubleshoot, configure, and resolve COTS application issues. Provide technical troubleshooting and user support in a hybrid telework/onsite work environment. Troubleshoot and resolve operating system issues. Un-box, lift, move and set up computers and peripheral equipment. Non-Essential Functions: Additional responsibilities as assigned by management. About Us At IndraSoft, you will be joining a team of highly qualified individuals who solve todays challenges, transform to future state, and execute innovate technology solutions for our federal customers. For more than 16 years, we provide cutting-edge solutions in areas of DevSecOps, Cybersecurity, Advanced Data Analytics, emerging Cloud technologies and Enterprise IT to our Defense and Civilian customers. You will be leading our efforts to integrate and innovate technology solutions to solve our clients toughest technology problems. EEO Commitment IndraSoft is an equal employment opportunity/affirmative action employer, we are committed to providing a workplace that is free from discrimination based on race, color, ethnicity, religion, sex, national origin, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, pregnancy, genetic information, or any other status protected by applicable federal, state, local, or international law. These protections also extend to applicants. Follow the links below to find out more; EEO is Law Poster EEO is Law Supplement Pay Transparency Nondiscrimination Provision Accommodations If you are an individual with a disability and would like to request a reasonable workplace accommodation, please send an email toHR@IndraSoft.com. Indicate the specifics of the assistance needed. Physical Demands: Sitting and working on a computer for long, continuous periods each day; effective communications by telephone, email, and face-to-face; standing, walking, and sitting; handling and feeling objects or controls; reaching; talking and hearing; lifting and/or moving up to 10 pounds; and specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus. Work Environment: The noise level in the work environment is usually moderate. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c) See job description
