#VDartInc #Hiring -# Service Desk Tier2 Technician in Washington, DC – Call 678-720-3170 for Interview Schedule

Title: Service Desk Tier2

Location: Washington, DC

Permanent Position

Minimum Qualifications

  1. Must have five (5) years’ experience in the computer field
  2. Must be ready to work in 24x7x365 environment including night shifts and weekend shifts.
  3. Must have good command on spoken English language with a neutral accent.
  4. ITSM / ITIL Foundations certified
  5. Microsoft Office Specialist certified
  6. Must have a working knowledge of :
Operating System Microsoft Windows Vista Business/Enterprise
Productivity Suite Microsoft Office 2010 Professional
Messaging, Calendar, Collaborative Tools Microsoft Outlook for email, calendar & contacts and Lotus Notes for domino-based applications
Web Browser Internet Explorer 9
Enterprise Resource Planning SAP
Anti-Virus and Host Intrusion Prevention McAfee
Remote Access Fiberlink e360,

Direct Access

Citrix

Systems Management Microsoft System Center Configuration Manager 2007
  1. Ability to learn client’s business and technical environment with the goal of increasing first-call resolution rates
  2. Work effectively as a team member
  3. Proficient typing skills ( minimum of 40 WPM )
  4. Have an excellent customer service approach to dealing with people at all levels
  5. Have the exceptional ability to diffuse volatile situations when distressed or irate customers call for support.
  6. Analyze and breakdown an incident, using previous experience to reach the root cause.
  7. Use initiative to find ways of solving incidents and building knowledge.
  8. Listen to a caller explain an incident and determine the probable cause; take the caller through a step-by-step problem determination procedure via the telephone
  9. Problem Solving:
  10. Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
  11. Use initiative to find ways of solving incidents.  Clear and logical thought processes are required to identify causes of an incident
  12. Able to categorize an incident correctly in Remedy for call tracking and logging purposes
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