#Job – Tier 1 Deskside Support – Washington DC

Position: Tier 1 Deskside Support

Location: Washington DC

Duration: Full Time Employment

Primary Accountabilities:

• Provide Level 1 operational and technical support; to users via the telephone, using remote desktop tools or should the need arise by attendance to users at their place of work.

• Resolve Incidents and Problems associated with End User Computer Equipment and Software, and provide break/fix support, advice, and assistance to Users.

• Coordinate efforts with Third-Party service and maintenance providers as necessary to keep EUC Equipment and Software in good working order, following the authorized warranty and repair authorization process.

• Perform proactive and reactive troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate them before they occur.

• Assist with access to WAN, LAN, print, and file services, remote access, electronic mail replication and access to Application, Infrastructure and Utility Server applications

• Perform all tasks associated with Desktop and Voice IMACs to SLA and additional responsibilities and coordination based on the scale required for activities associated with Project IMACs

• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Take ownership of user problems and be proactive when dealing with user issues.

• Arrange for external technical support where problems cannot be resolved in house.

• Communicate to users in English, using terms that are clearly understood by Users and consistent with those used by users

Software Support

• Monitor recommended and required corrections to Software from Third-Party Vendors.

• Install Third-Party-supplied corrections and patches to all approved Software as necessary

• Distribute and install Software, and upgrades as required

• For new Third-Party software, or new versions of existing deployed Software, package and install software, and install upgrades

• Provide monthly reporting on the installation of all approved software installed.

• Maintain a library of documentation that reflects the complexity and diversity of the environment and that enhances the software support process.

• Utilize productivity tools and utilities, and create batch files.

• Maintain master copies of the software associated with Standard Products and also all software that has been assembled into distribution packages in a secure, central location.

• Provide notice to all affected users of any installation, upgrade, patch or modification to any EUC software which would impact the user or otherwise be visible to the user

• Monitor the use of licensed Software, including license metering and tracking where the application allows.

Thanks & Regards,

Abraham | 678-720-3170

VDart Inc | Atlanta, GA

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