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. 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 qualifications to be successful in this role: 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 • 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/HP/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.) Skills:  Active Directory  Hardware Installation  Help Desk/IT Services  iOS/macOS  Microsoft MCSE: Productivity