LOCATION: Hyattsville, MD
DUTIES AND RESPONSIBILITIES
Provide outstanding customer support assistance via phone and email in Windows 10/11.
Take incoming customer requests over the telephone, log calls into the ticket tracking system and resolve the technical issues in a timely manner.
Meet SLAs in a high-volume work environment and the main CDC campus.
Utilize solid MS Office 365 Outlook Provide extensive support to remote customers utilizing Citrix and troubleshooting remote access problems effectively.
Perform some network administration tasks, including creating new users, assigning rights, resetting passwords in Active Directory, etc.
Troubleshoot desktops, laptops, tablets, and mobile devices - Android, iPhone or iOS devices.
REQUIREMENTS & EXPERIENCE
 IT related experience troubleshooting hardware and software, and connectivity issues.
IT Helpdesk/User Support experience to include 100% telephone support for local & remote customers using Windows 11/Office 365.
Familiarity with a high paced SLA driven environment.
Experience troubleshooting Windows 11, MS Office 365 Outlook.
Experience configuring MAC desktops and Laptops.
Experience troubleshooting general networking, wireless, and connectivity problems; and knowledge/experience with remote desktop and VPN(Zscaler).
Experience troubleshooting printers, desktops, laptops, tablets, and mobile devices such as Android, iPhone or iOS device, Apple/Mac.
Knowledge of a Ticketing System.
Skills: Active Directory (AD), Computer Hardware, Software Installations, Technical Support, Virtual Private Networks (VPNs)
Certifications: None Experience: 2 + years of related experience
US Citizenship Required: No
Clearance Level Must Be Able to Obtain: Confidential
Percentage of Travel: None
GWGES-0031
The likely salary range is up to $40K. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.