Service Desk Technician

Job Title: Service Desk Technician

Location(s): Washington, DC

Summary/Objective The Service Desk Technician I will provide assistance to end users and remote users at client, track issues to resolution, document solutions, and escalations to other technicians as needed. The individual in this role will apply proven communication, analytical, and problem‑solving skills to help maximize the support provided to end users at client.

• Provide advanced phone/email/walkup support to internal and external users.
• Assist users in connecting to the network remotely.
• Conduct IT training and orientation for new hires.
• Create Active Directory accounts for new users and contractors.
• Troubleshoot advanced network issues.
• Help develop procedures regarding desktop support.
• Review Service Desk level 1 escalations for compliance prior to escalation.
• Install and support desktop software applications.
• Preform laptop and desktop installations.
• Grant permissions to internally created applications.
• Other duties, as assigned.

• Forward Thinking:
  The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.
• Thinks Critically:
  The ability to approach one's work analytically by identifying issues/questions, gathering and evaluating data, and creating evidence-based recommendations or solutions.
• Embrace Innovation & Change The ability to respond positively to change and demonstrate flexibility, and openness to new ways of thinking and doing things.
• Communicate Openly & Effectively:
  The ability to effectively communicate in multiple modes and in a way that fosters understanding and dialogue, as well as engages with others in a way that demonstrates emotional intelligence.
• Performance Focused:
  The ability to take ownership for one's own or one's employees ' performance, by setting clear goals and expectations, tracking progress against the goals, providing feedback, and addressing performance problems and issues promptly.
• Apply Customer Lens:
  The ability to provide the best service to customers (internal and external) with the goal of exceeding their expectations while maintaining integrity.
• Develop Self & Others:
  The ability to identify, learn, and apply new skills or habits as needed to perform successfully on the job.
• Foster
  
  Collaboration:
  
  The ability to look beyond immediate teams, broaden peer networks, and finding ways to partner with internal and external stakeholders to achieve success.

• High School to Bachelor Degree with no preferred certifications.
• Zero (0) to Two (2) years' of directly related experience.
• Intermediate computer expertise preferred.
• Knowledge of the Microsoft Office Application Suite preferred.
• Experience installing Windows and building/repairing PCs preferred.
• Experience with customer service, end user support, networking technologies, ticketing systems, remove PC management, and audio visual systems is desired.

• While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. This is largely a sedentary role; however, the employee may occasionally be required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  
  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.