Dell
Deskside Support Engineer Mid
Washington D.C. Metro Area, US - Computer Hardware, Computer Software, Information Technology and Services
Job Description
Provide direct support to end-user to address issues and resolve incidents related to end-user devices including desktop, laptop, tablet, mobile devices, conference room technologies, and any associated peripherals and components such a thin clients, printers, fax machines, and other end-user technologies. Diagnose, identify, isolate and analyze problems based on information presented by end users. Resolve technical problems and answers questions as necessary in support of end-user infrastructure technologies. Alert management to recurring problems and patterns of problems that may be widespread or affecting NARA staff. Provide recommendations for end user technology based on historical problem solving and experience, as requested. Perform other duties are requested. Be willing and available to work in excess of 40 hours per week, as required. Provide after hours and on-call support as needed. Follows defined procedures for incident resolution:
Accurately document all requests for support in an approved Government ticket tracking system, and all Vendor- or Government-identified outages, problems or incidents. NARA user requests for support are received by the NARA Service Desk via phone call, e-mail or in-person. Enter all requests into NARAs ticket tracking system and assign a tracking system ticket number. Enter data according to the approved service desk manual.
Track and update trouble tickets according to the approved service desk manual.
Close trouble tickets in accordance with the approved service desk manual.
Required Skills
Desired Skills
Education
Bachelors Degree or equivalent experience
Experience
4 years of general IT experience, including 2 years of relevant experience.
Requirements
Hazards
No salary provided
Posted July 02, 2014 at 04:37AM from LinkedIn http://ift.tt/1xfqP2S
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