Tier I Help Desk Specialist (Part-Time)

  • Part-time

Company Description

Your Way IT Solutions (YWITS) is a leading Managed Services Provider (MSP) applying a customer and process based focus towards IT Support and consulting. Our clients range from commercial businesses and non-profits to government agencies in the Washington, DC Metropolitan Area.

Job Description

    Part-Time Normal Business hours (M-F 8am-6pm) (no-after-hours/weekend only applicants will be accepted)

    Location- minimum of 16 hours at client site in Washington, DC, remaining hours at Largo, MD HQ and/or client sites throughout the Washington, DC Metro Area as needed.

    The Help Desk Specialist responsibilities include front line IT support and customer service for client owned and internal computers, mobile devices, AV equipment, applications and platforms. Under minimal supervision, providing the highest level of customer service, the Help Desk Specialist answers incoming calls, tracks all information in a ticketing system, uses a knowledge base tool along with their expertise to resolve level 1-2 help desk requests in a timely fashion. Work after hours and travel to client sites within the Washington, DC metro area may be required periodically.

    This position will identify, research and resolve complex technical issues and requires strong troubleshooting and research skills.

    • Diagnose, resolve, and follow up on issues relating to various user concerns according to company process and procedures
    • Maintain compliance with SLA Targets
    • Respond to automated alerts from Remote Monitoring and Management Tool
    • Provide remote, phone, chat and onsite support to resolve issues for users whom may be at remote offices or countries
    • Provide detailed written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual(s) and procedures, or online documentation repository
    • Research and provide purchase recommendations for hardware, software and services
    • Assist in troubleshooting advanced technical issues within client-server, network and telecommunications environments
    • Assist in providing support to the Professional Services Team to integrate and transition projects or new technology efforts to the production support environment

    • Assist in maintaining software and workstation image management, including the use of image deployment software to perform imaging tasks for workstations

    • Identify areas deserving attention in the technical support environment, and consult with management

    • Provide innovative idea's for improving internal and client processes
    • Ensure tickets are accurately documented and resolved in a timely manner

    • Work within the team framework created by management and work with team members on assigned projects
    • Provide management with Service Desk Reports/Metrics
    • Maintain client inventory within the Configuration Management Database

    Qualifications

    • Associate's Degree from an accredited college or university required, equivalent experience will be considered in lieu of degree
    • Minimum 2 year experience in a high profile and fast-paced Help Desk/Service Desk environment supporting multiple clients
    • Experience with and/or ability to use call center phone system/equipment
    • Strong verbal and written communication skills
    • Strong analytical and problem-solving skills
    • Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences
    • Highly detail-oriented, organized, timely, and customer service-oriented
    • Ability to work well independently and in a team setting
    • Adaptable, flexible and able to deal with ambiguity and change
    • Excellent oral and written communication and customer service skills
    • Excellent attention to detail and analytical skills
    • Ability to work well under pressure and to meet deadlines as needed
    • Experience working for a Managed Services Provider supporting commercial clients preferred
    • ITIL Certification preferred
    • At least 1 technical certification preferred

    TECHNICAL SKILLS:

    • Must be proficient in Microsoft and Apple software including Operations Systems
    • Experience with one or more ticketing systems and remote support tools a must ConnectWise highly preferred
    • Troubleshooting experience with the following applications: Microsoft Windows 7-10, MAC OS X, Microsoft Office Suite, Active Directory, Exchange Online, Office 365, Security software, VPN, Server 2012-2016 (a plus), VMware (a plus)
    • Experience using commands prompts for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems
    • Printer maintenance to include printer troubleshooting; replacing toner and other consumables

    Additional Information

    All your information will be kept confidential according to EEO guidelines

    Must have a clean background no exceptions, full background check and finger printing will be performed

    Work is performed in a fast-paced Information Technology environment

    Interview process will be 1st round phone screen and online skills test and 2nd round on-site interview

    Able to lift 50 pounds