Desktop Support Technician II (Virtual Service Tech)

Responsibilities

• Keeps a schedule of Google Meet appointments directly interfacing with end-user customers.
• Supports IT asset management through the ServiceNow application for asset and ticket management.
• Collaborates with the refresh care team, including IT warehouse personnel, as well as team members across various IT services departments.

Requirements

• Public Trust Clearance by start date.
• 2 - 7 years of experience and high school diploma.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing and installations.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Qualifications

• I TILv4 Foundation Certification
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Willingness to work a variety of shifts, including holidays as scheduled.