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