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Network Administrator

ID 10230

Location Caroline County, VA

Apply Now (https://phg.tbe.taleo.net/phg04/ats/careers/v2/applyRequisition?org=MCDEAN&cws=62&rid=10230)

Candidate will provide technical support and troubleshoot desktops, laptops, Printer-Plotters and/or systems hardware and software. The position requires strong desktop troubleshooting skills and attention to detail in a fast-paced work environment. An A+ certification, at least 4-6 year of experience working within a helpdesk system and an associate degree or comparable experience in IT are required for this position.

Job Description:

• Installs, configures, and upgrades Computer hardware and software.

• Providing technical assistance to end-users for hardware, software, network, and other IT-related issues.

• Comfortable providing support to users in person, over the phone and online using provided technologies.

• Candidate will be required to provide support to Windows clients, iOS mobile devices.Experience with Mac OS X is a big plus.

• Familiar with the latest Windows Desktop technologies, specifically in areas of printer, user management.

• Some knowledge of network infrastructure (IP and DHCP) and its operations is highly preferred.

• Install, configure, and support both local and network print devices.

• Providing remote assistance to users using provided tools, to troubleshoot and resolve issues without needing to be physically present in front of the PC.

• Receiving and logging incident reports from end-users, categorizing and prioritizing them, and working to resolve issues within agreed-upon service level agreements (SLAs).

• Logging, tracking, and updating incident and service request tickets in the IT service management (ITSM) system to maintain a record of all interactions and resolutions.

• Diagnosing and resolving network connectivity problems, both wired and wireless, to ensure users have uninterrupted network access.

• Helping users reset their passwords with MFA (Multifactor Authentication) to regain access to their PCs.

• Assisting users with the setup, configuration, and troubleshooting of smartphones, iPads and tablets used for work purposes.

• Familiarity with Active Directory and its services such as group management.

• Familiar with desktop imaging solutions, specifically such as Intune services.

• Collaborating with other MIS members to escalate issues related to infrastructure, security, or applications and resolve complex issues.

• Identifying opportunities for process improvement and contributing to the development and implementation of best practices within the IT Service Desk.

Job Requirements:

• A strong understanding of computer systems, hardware, software, and networking is essential. Proficiency in Windows and productivity applications (e.g., Microsoft Office) is often required. Knowledge of ITIL (Information Technology Infrastructure Library) processes and best practices is a plus.

• Excellent verbal and written communication skills are vital for interacting with end-users and providing clear instructions and explanations.

• IT Service Desk is a customer-facing role, so the ability to handle customer inquiries, resolve issues, and provide exceptional service is crucial.

• Analytical and problem-solving abilities are essential to diagnose and resolve technical issues reported by end-users.

• IT Service Desk personnel often handle multiple tasks simultaneously, so the ability to prioritize and manage time effectively is valuable.

• Dealing with end-users who may be frustrated or unfamiliar with technology requires patience, understanding, and empathy.

• Collaborating with other IT professionals and departments to resolve complex issues or escalate problems when necessary is a key aspect of the job.

• The IT environment is ever evolving, so a willingness to learn new technologies and adapt to changes is important.

• The incumbent must possess an Associate’s degree or equivalent experience in CIS.

• Microsoft Certified MCDST (Microsoft Certified Desktop Support Technician) or equivalent experience is very helpful.

Abilities:

• Exposure to computer screens for an extended period of time.

• Sitting for extended periods of time.

• Reach by extending hands or arms in any direction.

• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

• Listen to and understand information and ideas presented through spoken words and sentences.

• Communicate information and ideas in speaking so others will understand.

• Read and understand information and ideas presented in writing.

• Apply general rules to specific problems to produce answers that make sense.

• Identify and understand the speech of another person.

Applicants for this position may be required to obtain or provide proof of flu shots or of other vaccinations depending on customer requirements and nature of the position or demonstrate a valid basis for exception.

EOE Minorities/Females/Protected Veterans/Disabled

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