Address
Form of workBilingual Service Desk Engineer
Washington, DC
SUMMARY:
Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. As a Veteran-Friendly employer, we are proudly partnered with the Virginia Values Veterans (V3) Program, and a recipient of the HIRE Vets Gold Medallion Award, which recognizes our commitment to recruiting our nation’s Veterans. Recognized on the Inc. 5000 list of America’s fastest growing companies in 2020 & 2021 and named as one of the 2022 Best Places to Work in Virginia, we are always looking to hire top talent in the field - come join us today!
The Service Desk Engineer will respond to and troubleshoot helpdesk tickets both remotely and in-person. They will be responsible for documenting all findings, actions and communications within the service request record. The ideal candidate has excellent customer service skills and ensures prompt and accurate service to end users.
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
- Provide basic technical training and guidance to end-users
- Troubleshoot and user account issues- provide network credential and email account administration, add/modify/extend/suspend user accounts, authenticate accounts using network resources and repositories (OnBoarding system and MS Exchange)
- Provide software and hardware technical support- resolve issues surrounding standard desktop applications, operating systems, assorted tools, PCs, laptops, printers, scanners, MFPs, external storage devices, etc.
- Diagnose issues with malfunctioning hardware- when needed, refer to vendor warranties and order replacement parts
- Communicate operational and technical issues between customer, Service Desk and Infrastructure team
- Communicate and follow-up with vendors as necessary and appropriate; ie. Dell, HP, Microsoft etc.
- Provide equipment support for office moves and relocations- connect/disconnect/provision/configure cables and hardware
- Fulfill equipment inventory requirements as needed
REQUIRED EXPERIENCE, SKILLS, & ABILITIES:
- Bilingual (fluent) in English and Spanish required
- 3+ years helpdesk or technical support experience
- Bachelor’s degree in IT or related discipline (desired)
- Desired certifications: A+ Certification, Microsoft Certified MCSE or MCP, ITIL certification
- Excellent communication and customer service skills
- Thorough knowledge and experience with Microsoft Windows 10 and Microsoft Office 2016
- Thorough knowledge and understanding of desktop PC management, hard disk management, imaging, data recovery, diagnostic tools, utilities and anti-virus tools
- Experience with Microsoft Active Directory, Exchange, Office 365 and Azure
- Experience with Microsoft SharePoint Services
- Working knowledge of Windows Defender with Advanced Threat Protection
- Working knowledge of installing new hardware (ie. PCs, MFPs, printers, scanners, laptops)
- Working knowledge of remote access software
- Working knowledge of industry Service Desk processes and software
Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.
