Help Desk Technician Position Description We are looking for Help Desk Technicians to support a large DC Metro client. A Help Desk Technician analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems. Clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. Works on special projects and performs other duties as required. RESPONSIBILITIES: Redirect problems to appropriate resource Identify and escalate situations requiring urgent attention Track and route problems and requests and document resolutions Prepare activity reports Write or revise user-training manuals and procedures Develop training materials, such as exercises and visual displays Deliver, tag, sets up, and assist in the configuration of end-user PC desktop hardware, software, mobile devices and peripherals Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements Stay current with system information, changes and updates REQUIRED SKILLS AND EXPERIENCE: Soft Skills Good communicator Learning skills Positive Attitude Customer service orientation Problem analysis Problem-solving Adaptability Planning and organizing Attention to detail Stress tolerance Required Technical Skills ' Windows & Mac Operating Systems Administration: Windows 7 Enterprise, 8.1, 10, Apple, Android, ActiveSync and various VDI solutions ' Advanced level desktop support including troubleshooting h/w, s/w in Windows Active Directory and domain structure environments ' Advanced knowledge in troubleshooting Dell/Client/Ricoh printers ' Advanced knowledge in rapid deployments, OS imaging, remote control support, mobile devices, MS Office, Office 365 and various COTS packages ' Juniper VPN, SharePoint familiarity, project management, documentation, break/fix Education: (BS/BA from an accredited university) and/or verifiable Technical Certifications (MCSE, MSCA, MCITP, A, Security ; PMP highly desirable.)