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Help Desk Technician

Company: Kforce Technology Staffing
Location: Rockville
Posted on: November 21, 2020

Job Description:

RESPONSIBILITIES Kforce has a client in search of a Help Desk Technician in Bethesda, MD. Key Tasks Tier 1, Tier 2 and 3 Support for the computer user community Responds to customers via phone, in person, and through remote support channels Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance Records all activities within the central ticket tracking system and documents cases thoroughly and accurately in real time, per service standards Documents problem resolutions as knowledge records in the Knowledge Base Follows quality control workflow to ensure proper documentation and quality of case handling Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans Must coordinate communications channels during major incidents, and record problem investigations in the ServiceNow tracking system in a timely fashion REQUIREMENTS Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or High School diplomaGED with at least three (3) years of relevant work experience Requires technical computer and customer service skills General experience includes increasing responsibilities in information technology service management Knowledge of current PC and Apple Macintosh operating systems Experience managing ticket queues and handling ticket assignments Required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications Foundation Certificate in IT Service Management (ITIL) v3 or higher MTA Microsoft Technology Associate MCSA Microsoft Certified Solutions Associate MSCE Microsoft Certified Solutions Expert Apple Certified Associate - Mac Integration Basics (current or current -1 version) Apple Certified Support Professional (current or current -1 version) CompTIA A Certified Professional CompTIA Network Certified Professional CompTIA Security Certified Professional Jamf Certified Tech Jamf Certified Expert Desired ExperienceQualifications Excellent ServiceNow skills Kforce is an Equal OpportunityAffirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce Technology Staffing, Rockville , Help Desk Technician, Other , Rockville, Maryland

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