IT Help Desk Support

Employment Type: Full Time

Date Posted: 7/16/2024

Location: Washington, DC

Pay Range: $25.00 - $31.25 per Hour

Job Number: JO-2407-2456

Primary Function

This position is responsible for providing first-line support to the news bureau user base for hardware, software, desktop, enterprise, and broadcast applications.

Duties & Responsibilities

• Respond and record incident and request calls, emails, or ESS for technical assistance from end-user and provide the required first level of support and assist in 2nd level of technical support remotely for end-users as needed.

• Escalate unresolved cases to relevant onsite support team. Keep track of tickets in Jira and service now and other ticketing systems.

• Diagnose and troubleshoot incidents on computer hardware/software, network, and communication devices over phone, or via email and try to resolve it.

• Record and provide an accurate inventory list of all IT hardware & software assets and update records.

• Liaise shift duties with other IT Service Desk staff and arrange handing over for coming shift(s).

• Set up, configure, and maintain users’ and functional accounts, distribution groups, managing access control and deal with password issues.

• Provide training to end user on using the system, hardware, software, and applications installed.

• Provide review to ensure that all incident tickets, regardless of assignment, are closed.

• Escalate issues appropriately using hierarchical and functional escalation guidelines and addressing and highlighting Service Desk challenges to superiors.

• Participate in software and hardware inspection and provide technical recommendations after evaluation.

• Diagnose and Troubleshoot Tier1 IT/BIT applications issues.

• Troubleshooting other printers, network issues and install windows updates on Laptop Pc’s and desktops.

• Create and deploy PC/laptops images and take backups as needed.

• Replace the laptop screens and keyboard as needed.

• Keep track of the inventory and spares in the storage room. Help move spares to the storage room.

• Document the new SOP’s related to new workflows for the application needed as per the service desk.

• Research new technologies and solutions that can be applied at the Network to improve the level of service delivery and remote technical support.

• Prepare general reports relevant to the job and submit it to superiors.

• Assisting in writing technical guides and manuals.

• Perform other duties relevant to the job as requested by superiors

Skills & Qualifications

• Excellent technical knowledge of end-user hardware, software, telephony, connectivity, and large printer fleet environments.

• Excellent technical knowledge of PC internal components.

• Working technical knowledge of current protocols, opera