InfoReliance is seeking a Desktop Support Specialist to support our Federal Government agency client with Desktop Services in their Alexandria, VA HQ Office. We provide enterprise-level, full lifecycle support services for all end user computing hardware and software for our customer.
As a Desktop Support Specialist, you will interface with customers using various enterprise applications, desktop and server applications and hardware, including COTS and custom developed applications. This includes troubleshooting, triage, assignment, dispatch, remote support, and response to include support delivered at the customer's location.
You will be responsible for answering, documenting, analyzing, tracking, and responding to requests for assistance in support of a range of users and systems. You will be expected to provide exemplary customer service to your customers. You will be responsible for documentation and tracking of requests within our ticketing system. Like all team members, you will take your turn covering the phones for 1-2 hours a day.
The hours for this position are 6:00am to 2:30pm Monday through Friday. ( with a half hour break for lunch)
Candidates must pass a background investigation conducted by our customer before beginning work.
In order to be successful in this role, we expect that you will have the following experience, skills, and credentials
At least 2 years of experience in a Tier 1-2 Desktop Services role
Effective written communication skills are imperative
Proven exemplary customer service experience, preferably with letters of recommendation and/or commendation
Experience working directly with customers, preferably providing technical software support
Proven ability to work in a team environment, especially with diverse technologies and user groups
Intermediate experience with Alloy, Remedy, BMC FootPrints, or comparable Information Technology Service Management (ITSM) ticketing systems.
Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills
Experience with ITIL and other quality assurance processes is preferred
Ability to identify process improvement areas and author work instructions reflecting the new/improved workflow process
Finally, your consultative approach and work ethic should be described by the following:
You are proactive, you make and meet commitments, and you execute brilliantly.
You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission
You have strong time management and organizational skills, with the ability to work on multiple tasks/initiatives with multiple deadlines
You have excellent listening, oral, and written communication skills
Thank you for taking the time to read about our opportunity and to consider InfoReliance for your career. We look forward to talking with you about this position.
For over 17 years, InfoReliance has delivered technology solutions across the federal, commercial and public sector markets. Our mission is to solve complex business problems for our customers through innovative and cost-optimized technology solutions. InfoReliance is a provider of IT consulting and services that may include cloud computing, software engineering, and cybersecurity solutions.
InfoReliance is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. InfoReliance is committed to providing equal employment opportunity to all job seekers. If you are an individual with a disability unable to use our online tools to search and or apply for jobs, please call 703-246-9360 and provide your contact information for Recruiting Department Manager, or send specific email to email@example.com. This option is reserved only for individuals who are unable to use the online tools due to a disability or medical issue. It is not intended for other purposes or inquiries. For more information, visit www.inforeliance.com.
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