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IT Support Specialist

Technical Resources International, Inc.
Bethesda, MD Full Time
POSTED ON 4/13/2024
Location
Bethesda, MD 20817 US (Primary)
Category
Information Technology
Job Type
Full-Time
Education
Bachelor's Degree
Travel
None
Job Description
  • Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.
  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts.
  • Leverage remote control technology (such as LogMeIn, GoToAssist, Teams) while troubleshooting desktop and laptop problems.
  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting.
  • Use RemedyForce ticketing system to classify incoming tickets and assign appropriate groups/technicians.
  • Assisting programs or projects for Enterprise IT and driving strategic initiatives.
    • Server and Desktop Vendor Management.
    • Asset Management and Resource Management.
    • Promoting and enforcing best practices for Windows server administration.
  • Identifying, researching, and validating innovative solutions while applying concepts of appropriate methodologies.
Job Requirements
  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox.
  • Ability to read and comprehend technical manuals, procurement documentation, and OEM guides.
  • Experience installing, upgrading, and removing software; Experience with patch management software (e.g., SCCM) preferred.
  • Experience using Helpdesk Service Now, Remedy, etc.) service management software to track incidents and service requests through the full lifecycle.
  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and custom software).
  • Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy.
  • Proficiencies in MS Office applications and Project Management.
  • CompTIA A or Microsoft certification a plus.
We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law.

Salary.com Estimation for IT Support Specialist in Bethesda, MD
$83,021 to $104,963
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