02 Sep 2022
District of Columbia, Washington, 20037 Washington USA


Vacancy expired!

Duties and Responsibilities:

This (ONSITE M-F dayshift) Service Desk Technician is primarily responsible for any issues related to user workstations (i.e., Desktop, Laptop, Thin Clients and Mobile Thin Clients). The responsibilities include, but are not limited to, account management, trouble-shooting workstations, installing hardware and software, configuring workstation operating systems, ensuring that workstations are up to date with current configurations and security regulations, and configuring and trouble-shooting workstation peripherals.

The Service Desk Technician is also responsible for handling requests for assistance that come through the Service Desk by telephone, Heat ticketing system or walk-in. These responsibilities include assessing the requester's problem through conversation and/or accessing their system remotely, assigning priorities and dispatching or escalating support calls to higher level Technicians as required. The Service Desk also determines and tracks ticket status and resolution and communicates problem ticket issues to both the user and the Service Desk Supervisor.

The Service Desk Technician Level II performs the duties listed above and in addition assists in creating Knowledge Base articles, checklists, Service Level Agreements, procedures, and end-user training.

Technicians collaborate with development staff to recreate problems in the test environment and operations staff for configuration management via Windows Operating System Deployment. Level II Technicians also evaluate user requirements and processes and recommend appropriate IT solutions.

EEO Statement

The Ventura Group, Inc. does not discriminate in employment on the basis of race, color, religion, national origin or sex (including pregnancy and gender identity), sexual orientation, marital status, disability, genetic information, age, military service, or other non-merit factor.

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