Desired Skills and Experience
- Partner with business management and leaders to understand the needs for various departments
- Maintaining primary networks, backup networks and relationships with service-providers (e.g. Verizon, Comcast, et)
- Onboarding new hires (badging employees and contractors, locally and globally), provisioning software and services (e.g. Gmail, Slack, Microsoft Office 365, et)
- Service and support in-house technology, supporting users and working with vendors and service-providers for resolution
- Ensure office IT equipment is running properly and operable under varying configurations (TV displays, conference rooms, conference room & interior office phones, iPad scheduling equipment)
- Provide first level contact and convey resolutions to user issues
- Understand how business groups leverage technology and provide recommendations to improve delivery
- Identify and implement solutions and practices to improve customer delivery, support and satisfaction
- Update user data, equipment data and produce activity reports
- Utilize excellent customer service skills and exceed users’ expectations
- Ensure proper recording, documentation and closure
- Manage ticket and queues to ensure timely response and resolution to customer issues
- Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service requirements
- Preserve and grow your knowledge of help desk procedures, products and services
- Reside in the greater Washington D.C. area
- Experience providing first level contact and resolutions to user issues
- 2-5 years of related experience supporting similar technologies
- General technical/PC capabilities
- Strong interpersonal skills with the ability to win people over
- Positive, do-what-it-takes attitude
- Willingness to learn new things
- Ability to manage complex tasks and adapt to rapidly changing requirements
- Ability to analyze problems with a flexible and creative approach and then propose multiple alternative solutions
- Ability to effectively and confidently communicate complex concepts – in speaking and writing –with team members and all levels of technical and nontechnical customer stakeholders
- Self-starter and quick learner with lots of initiative, working independently without day-to-day supervision of tasks and proactively seeking solutions to problems
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
- Ability to interact with all levels of an organization, including senior management and executives
- Competitive salary
- Incentive stock options
- Full range of benefits starting day one, including 401(k) and medical, dental & vision coverage
- Flexible “Personal Time Off (PTO)” plan and 10+ paid holiday days per year