Sr. Helpdesk Technician Tier II - NFF Inc

Networking for Future, Inc. (NFF) is a Washington, DC based company offering a performance-focused approach to delivering transformational IT business solutions. We take pride in keeping users productive and engaged by providing business and IT teams with the solutions they need to improve their performance in a dynamic, connected world.

NFF is the only Cisco Gold Partner headquartered in the District of Columbia with Advanced Specializations in all major IT disciplines. In addition to Cisco, NFF holds key strategic partnerships with VMware, NetApp, Microsoft, Riverbed, Splunk and many System Integrators. NFF is an ISO 9001:2015 certified company and has been ranked in Inc. Magazine's 500/5000 Fastest Growing Companies list since 2007.

We offer expert solutions relevant to: Network Infrastructures, Data Center & Cloud, Network & Endpoint Security, Application Assurance, Collaboration & Mobility and Staff Augmentation.

NFF is looking for a Sr. Helpdesk Technician Tier II for a Washington DC based client to support MFD Deployment and other job functions.

Responsibilities:

• Face-to-face desktop support to internal customers (which will include local travel)

• Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in

• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone

• Troubleshoot and triage service requests face to face and/or via remote access

• Resolve service tickets or escalate to other support entities as needed and within SLA

• Perform incident management to ensure trouble tickets are addressed in a timely fashion

• Support PC Refresh Program: replacing old computers with new computers; data and settings migration from old computers to new computers; and scheduling appointments, performing QA surveys and other administrative duties as needed.

• Support computer and peripheral moves for customers moving offices or cubicle locations

• Open a service ticket for every customer interaction disregarding mode of communication (email, phone, fax, or walk-in)

• Document calls in the Ticket Management System to ensure proper tracking and resolution.

• Provide desk side support when problems cannot be resolved remotely and provides standard Enterprise application and/or customized application support.

• Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.

• Work independently within established policies and procedures.

• Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.

• Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.

• Flexible working hours that span 24/7/365 to include rotating on-call support for evenings and weekends, and holiday coverage

   

Qualifications:

• Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician)
• 5 yrs. Experience in high profile and fast-paced Help Desk/Desktop Support environment with face-to-face desktop support to internal customers (which will include local travel)
• 3 yrs. Experience with computer refresh projects: replacing PCs without causing a disruption in service to end user including file transfer and configuration
• 3 yrs. Support computer and peripheral moves for customers moving offices or cubicle locations
• 5 yrs. Managing all customer interactions by documenting all encounters in service tickets no matter how the original encounter was communicated
• 5 yrs. Experience with Microsoft operating systems
• 5 yrs. Experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio and other O365 applications
• 3 yrs. Experience with installation, support, and troubleshooting custom applications developed by vendor or internal teams.
• 3 yrs. Experience with ITIL (Information Technology Infrastructure Library) concepts
• Good communication, problem solving and technical writing skills.

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

Medical, Dental and Vision, Health Savings Account, Flexible Spending Account

STD, LTD, Supplemental life insurance and ADD&D

Comprehensive 401k plan

Paid Time Off

NFF is an Equal Opportunity Employer.