Open to US Citizens or persons authorized to work in the United States.

Duties

Hardware Support: Diagnose, troubleshoot, and repair hardware issues on desktops, laptops, printers, and other IT equipment. Perform hardware installations, upgrades, and replacements as needed, ensuring proper functionality and compatibility. Conduct preventive maintenance tasks to optimize the performance and lifespan of IT hardware. Collaborate with vendors and third-party service providers for warranty repairs or replacements, ensuring minimal downtime. Software Support (Escalation): Provide escalated software support beyond the capabilities of the Help Desk, troubleshooting software-related incidents reported by end-users. Assist in resolving software configuration issues, including operating systems, applications, and utilities. Collaborate with the Help Desk team to identify recurring software issues and develop preventive measures or knowledge base articles. Incident Management: Act as a point of contact for end-users, ensuring timely response and resolution of hardware and software-related incidents. Log, track, and prioritize incidents using incident management systems, ensuring accurate and detailed documentation. Escalate complex or unresolved issues to the appropriate internal teams, vendors, or outsourced support partners, following defined escalation procedures. Customer Support and Communication: Provide exceptional customer service, ensuring a positive end-user experience throughout the hardware and software support process. Communicate technical solutions and instructions to end-users in a clear and concise manner, ensuring comprehension and user empowerment. Collaborate effectively with internal teams, vendors, and outsourced support partners, maintaining professional and timely communication. Knowledge Sharing and Documentation: Document hardware and software-related incidents, resolutions, and best practices, contributing to the knowledge base and sharing knowledge with colleagues. Stay updated on the latest hardware and software technologies, industry trends, and emerging issues to enhance technical expertise and support capabilities.

Requirements

Qualifications

QUALIFICATIONS AND KNOWLEDGE LEVELS Candidates must have a minimum of three (3) years' experience in: Hardware Components and Troubleshooting: In-depth knowledge of computer hardware components, including desktops, laptops, printers, and peripherals. Understanding of hardware troubleshooting techniques, including diagnosing and resolving hardware-related issues, conducting repairs, and performing installations and upgrades. Software Configuration and Troubleshooting: Familiarity with software configurations, including operating systems, applications, and utilities commonly used in an organizational IT environment. Ability to diagnose and troubleshoot software-related issues, identify configuration problems, and provide effective solutions. Incident Management Processes: Understanding of incident management processes, including incident logging, tracking, prioritization, and resolution. Familiarity with incident management systems and the ability to effectively follow defined procedures for incident escalation and resolution. Customer Service and Communication: Excellent customer service skills, with the ability to communicate technical concepts to non-technical end-users in a clear and understandable manner. Strong interpersonal and communication skills to effectively gather information, provide updates, and ensure end-user satisfaction throughout the support process. Hardware Maintenance and Preventive Measures: Knowledge of hardware maintenance practices, including preventive measures to optimize the performance and lifespan of IT hardware. Understanding of routine maintenance tasks, such as cleaning, hardware diagnostics, and firmware updates. Incident Documentation and Knowledge Sharing: Proficiency in documenting incidents, resolutions, and best practices to contribute to the knowledge base and share knowledge with colleagues. Ability to create accurate and detailed incident records, ensuring proper documentation and follow-up. Incident Escalation and Collaboration: Understanding of when and how to escalate complex or unresolved incidents to the appropriate internal teams, vendors, or outsourced support partners. Collaborative skills to work effectively with different stakeholders, including internal teams, vendors, and Help Desk personnel, to ensure efficient incident resolution. Industry and Technology Trends: Continual learning and staying updated on the latest hardware and software technologies, industry trends, emerging issues, and best practices in IT support. Keeping abreast of advancements in hardware components, software applications, and support methodologies. Problem-Solving and Analytical Skills: Strong problem-solving skills, including the ability to analyze complex hardware and software issues, identify root causes, and provide effective solutions. Analytical thinking to troubleshoot and resolve technical challenges efficiently. Organizational Skills and Time Management: Excellent organizational skills to manage and prioritize multiple hardware and software support requests within defined timelines. Ability to work independently and collaboratively in a fast-paced environment, effectively managing workload and meeting deadlines.

Education

This job does not have an education qualification requirement.

Contacts

• Address Public Defender Service for District of Columbia 633 Indiana Ave., NW Washington, DC 20004 US
• Name: Public Defender Service
• Email: [email protected]