HYBRID- Help Desk Specialist

Location: Vienna, Virginia
Category: Technical Support and Services
Employment Type: Contract
Job ID: 15072
Date Added: 01/23/2023

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Our financial services client, the largest credit union in the world, is looking for a Service Desk Operator to join one of their teams in Vienna, VA, Winchester, VA, or Pensacola, FL. This person would work a hybrid schedule following a two-week on-site training period.
  • 3-5 years of experience with troubleshooting issues with hardware, client software, and web browsers
  • Quiet professional environment at home
  • Required to connect directly to a modem/router
  • Internet service provider must provide stable Internet connectivity
  • Experience with ServiceNow ticketing system
  • Familiarity with Active Directory authentication technology and an understanding of authentication, complex password policies and member groups
  • Comfortable in a fast-paced environment
  • Knowledge of troubleshooting basic network connectivity
  • Quickly identify incidents impact multiple people, services, or members and able to report effectively on this issue accurately
  • Catalog requests and incident management records in ServiceNow
  • Manage multiple personal password accounts with different expirations and policy requirements used to reset passwords upon request
  • Use available resources (i.e. knowledge base) to be successful using effective search criteria, follow instructions as listed, and compare multiple results with a limited need of assistance
  • Troubleshooting hardware (PC, monitor, phones, printers, etc.), client software (process ending, setting changes, uninstall/reinstall), and web browsers (clearing cache, policy updates, settings)
  • Remote into workstation as needed to take control to perform diagnostic and troubleshooting steps
  • Troubleshoot internet, teleworker equipment, VPN sessions, and two-factor authentication for a population of 10k users
  • Update and provide authentication support for iPhones and iPads