Workforce Technology Engineer (Federal) - Bee Talent Solutions
Washington, DC 20001
About the Job
NOTE: It is Hybrid, Ideally 2-3 days in office.
The IT Support Engineer will provide frictionless support, share best practices and be a trusted advocate for our internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, virtual desktops, and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.
Job Duties and Responsibilities:
- Daily support and triage for our federal employees
- Provide in-person and remote support to our employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack, and email
- Meet and/or exceed Service Delivery SLAs and CSAT goals
- Break/Fix support as issues are discovered and resolving issues in a timely manner
- Proactively look for opportunities to increase customer and team productivity
- Effectively communicate with our customers and stakeholders with empathy and a customer first mindset
- Create knowledge articles and videos to enable our team and customers with technology best practices
- Inventory and asset management including receiving and building of hardware as well as ongoing management of assets (loaners, redeploying used assets, EOL older assets, loss prevention, etc.)
- Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
- Assist with onsite projects as assigned
- Willingness and ability to be onsite as needed
- Ability to identify potential user issues as larger system or company-wide incidents
- Bring a positive and fun spirit to the work you do each and every day.
Skills:
- 3+ years experience with Mac and PC technical support.
- 3+ years experience working in a heavily SaaS-based environment with responsibility for managing user/role based access to systems.
- 2+ years supporting VDI solutions (VMware, AWS).
- Experience with Zoom and Zoom Room support.
- Flexible for early morning coverage and some late evening support.
- Experience with high-priority escalations and high-pressure situations.
- Strong ability to multi-task and successfully coordinate multiple projects
- simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.
- Excellent communication skills and customer service attitude.
- Self-starter with initiative and a high 'figure it out' factor.
- Proven desire to take ownership of tasks and projects and follow through to completion.
- Willingness and ability to work onsite from the DC office in a hybrid manner.
Source : Bee Talent Solutions