HYBRID- Help Desk Specialist
Location: Vienna, Virginia
Category: Technical Support and Services
Employment Type: Contract
Job ID: 15072
Date Added: 01/23/2023
Requirements
- 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
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