Service Desk Specialist
Washington, DC

Job Description

Unissant, Inc. is an innovative solutions development and consulting company committed to delivering simplicity through innovation. We meet this commitment by delivering state-of-the-art enterprise computing and processing solutions to both government and commercial clients. Our workforce continually strives to advance y(our) collective intellect through collaborative fortitude, and we are looking for further talent to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.

We are seeking a Service Desk Specialist to join our team and support our client in Washington DC

Essential Duties and Responsibilities:

* Demonstrate superior customer service skills and passion for technology
* Respond to End User Hardware, Software and Telecommunications inquiries
* Track all inquiries in ticket management system
* Apply first level diagnostic techniques to identify problems, investigate causes, and recommend solutions
* Resolve client issues using remote tools
* Assist with software installations / updates remotely
* Maintain current knowledge of relevant technologies as assigned
* Work with Program Manager to develop metrics for reporting purposes
* Draft, edit, type, and prepare memoranda of a technical and/or managerial nature
* Maintain logs relating to completed work, work in progress, meetings, etc. Documentation will often involve flow diagrams, configuration drawings, functional systems flow diagrams, graphics, etc.

Work Experience:

* Minimum of 3 years of relevant work experience and 1 year of direct experience supporting helpdesk operations preferred
* Entry level knowledge of network/software fundamentals - Windows 10, MS Outlook, SharePoint 2010, Office 365, Adobe, Jabber, Anti-Virus/Malware, Basic PC Troubleshooting, All Inclusive Meeting (AIM); Contact List Tools (CLS)
* Experience using ticketing tools: ServiceNow and Remedy preferred

Job Skills:

* Enthusiastic, proactive, positive attitude with good listening skills and high integrity
* Ability to deal with and resolve ambiguity
* Ability to anticipate problems and take decisive action, giving regard to the impact on both the client and company
* Ability to adjust personal style to different situations
* Ability to work under pressure (at times) and to be extremely flexible under changing priorities
* Ability to find innovative ways to solve problems and comfortable interfacing with all levels of organization

Education:

* Bachelor's degree in Computer Science, Information Technology, or a related discipline preferred

Certificates, Licenses, and Registrations:

* None

Communication Skills:

* Excellent written and verbal communication skills and excellent analytical skills
* Ability to write clear and concise creative content

Travel:

* Willing to travel occasionally as needed (up to 10%).

Environmental Requirements:

* Mainly sedentary work in an office environment. - May be required to lift up to ten (10) pounds. - Flexible to work extended hours.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Please note: Candidates will be required to undergo pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/D/V; AA).