Technical Support

Job Title: Technician Standard II
Location: Washington, DC (100% onsite role from Day 1)
Duration: 06 Months Long Term

Essential Job Functions:
Install and configure PCs with client computer image for client staff within mandated SLA
Deliver and install provisioned equipment at user location, and perform basic installation and troubleshooting when required
Ensure Service Level Agreement is maintained when providing service to clients
Ship PC equipment to country offices when required
Ensure work environment is maintained (clean, organized, and safe)
Ensure backup, recover and data restoration for workstations
Troubleshoot level 3 issues of the Client Print environment, covering all MFDs in all Client buildings
Coordinate with Client Print vendor to ensure compliance of all SLA based tasks, including troubleshooting of issues, upgrades, moves, and maintenance of all MFDs
Provide expert level resource for life cycle maintenance of Client Print environment including administration, asset management, troubleshooting, patching, documentation, delivery, and installation of MFDs
Resolve problems through troubleshooting, root cause analysis, documentation, training, and direct assistance
Implement OS and Application best practices around configuration, performance, and security
Work with support all Client IT vendors and coordinate for the vendor support
Update the vendor contact details on a regular basis
Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred tickets
Provide on-the-spot training to clients
Configure and install computer equipment, peripheral equipment, and other personal computing devices
Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
Ensure compliance with IT policies, data consistency, as well as inventory management and reporting
Maintain an accurate inventory of all IT equipment and software
Act as department s hardware and software asset custodian and ensure equipment and licensed software are tracked and maintained in line with current policies and procedures
Participate in project implementation and deployment efforts with team members, clients, and other IT groups
Setup videoconferences, audio-visual equipment, and other devices for events, provide support for those.
Provide basic mobility support on iOS and Android smartphones and tablets
Perform Active Directory related functions (e.g. create and update access permissions)
Ensure that Client information and systems are protected in a manner consistent with Client information security policy, procedures, and standards
Monitor the IT Infrastructure (Servers, Applications, Database, Services and URLs and Client s Networks (LAN and WAN)) to the Client s HQ and Country Offices (CO)
Proactively review service indicators in order to ensure adherence to service levels
Report and respond to critical events and take corrective measures, per defined incident management processes
Create incident tickets and notify and transfer ticket to appropriate teams
Escalate the problem promptly to ensure high availability
Perform and follow incident management process
Contact and assist the appropriate groups in resolving issues
Support and collaborate with the Network Operations Center (NOC) and/or other technical support personnel both internal and external (e.g., vendors) to offer fast resolution for all issues
Produce and publish various reports on a regular basis (e.g., daily, weekly, monthly)
Provide 1st Level and 2nd level network and communication link infrastructure support to the Client engineers, HQ IT, and Country Offices (CO)
Perform 1st and 2nd level troubleshooting of the Client s's IP Network and Global Communications networks, including all aspects of the network infrastructure (switches, routers, specialized servers), as well as communication links infrastructure (VSAT, MPLS, IPL, Internet2, etc.)
Work and coordinate with technical support personnel, both internal and third-party vendors, to provide fast resolutions for network and communication link problems
Act as a point of contact for the engineers, HQ and Country Office Information Technology staff, in case of network and communication-link problems
Provide implementation support for Global Communication projects, including acceptance testing of links in co-operation with the Country Offices IT staff, vendors, and Engineers
Configure switch ports, operate test equipment, and use diagnostic software to perform individual tests as well as ongoing performance testing
Execute special projects which would include but not limited to switch installation, switch card replacement, rack installs, fiber termination and trouble shooting
Educational Qualifications and Experience:
Education: Bachelor s degree in Computer Science, Engineering or relevant field
Required Skills/Abilities:
Strong knowledge of troubleshooting PC Operating System and Hardware issues
Ability to install a client s standard/core software packages and new releases of these packages as instructed in written guidelines
Exhibit pleasant, professional, and courteous workplace etiquette
Advanced knowledge of Windows OS and its functions
Advanced understanding of Internet/intranet networking, Active Directory, IP network troubleshooting, desktop, or application issues
Expert level resource for life cycle maintenance of WBG PC environment, including imaging, configuration, administration, asset management, troubleshooting, patching, documentation, delivery, and implementation of hardware and software upgrades
Advanced knowledge of desktop, laptop, tablet (Dell, Lenovo, Client, Surface)
Ability to create, modify, and troubleshoot Active Directory group policy
Strong administrative skills: organized, efficient, and versatile
Strong customer service approach to dealing with people at all levels internal and external
Capable of learning quickly from on-the-job training
Ability to identify knowledge gaps and ask questions relevant to furthering your knowledge
Self-reliant, resourceful, self-motivated and detail oriented
Good knowledge of server-based printing, scanning, faxing, and Windows OS and its print functions
Good knowledge of MFDs, integration with email, document management, and mobile systems
Ability to identify knowledge gaps and ask questions relevant to furthering knowledge
Able to work independently, as well as with a team
Excellent follow-up and customer service skills
Demonstrated ability to learn new technologies in in a timely manner
Excellent verbal and written communication skills
Ability to explain IT concepts to non-IT staff
Knowledge of networks, Wi-Fi, remote access, and high-speed broadband
Superb problem solving and analytical skills
Ability to deal sensitively in a multicultural team environment
Ability to quickly adapt to new situations and changing priorities
Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously
Must be punctual, reliable, and accountable for themselves, with ability to follow through with tasks

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.