Level 1 Desk-side support

2-5 years of end user support experience in a Microsoft centric environment with the knowledge and expertise as described below:

Level 1 support is defined as phone, email, remote and in person hands-on support.

• Provides user support specialist staff to address and answer questions by users who contact the support desk through phone, email, or in-person requests.
• Resolve fielded calls accurately and timely as specified in the performance standard, and the goal is to resolve the issue within two working days.
• Provides a resolution to the user via email, phone, or in person hands-on assistance or demonstration within two business days of receipt of the request from the user.
• Use and monitor support desk ticketing system (currently ZenDesk) throughout the business day.
• Level 1 support will also receive requests for assistance from walk up users. Walk up users will be verbally informed of the goal to resolve their issue within two business days. Presidential appointees, SES, and other high-level employees as determined by the CIO will require immediate assistance. The average number of Level 1 support requests is 220 per month.
• Resolve and close 70% of tickets which are received by the Level 1 staff but are not escalated to the Level 2 staff within two business days of receipt of the call.

Required knowledge and expertise to support issues that include but are not limited to the following:

1. Windows 10 and later

Adding printers.

Joining/removing objects from domain.

Microsoft Outlook configuration and troubleshooting.

Network files shares.

Diagnose and troubleshoot Windows file permissions.

1. Basic knowledge of Voice Over Internet Protocol (VoIP).
2. Troubleshooting basic issues with network/direct attach printers.
3. Experience administering user accounts in Active Directory.
4. Effective Communication and Documentation Skills.
5. Working Knowledge of Networking (TCIP/IP, Network Topology)
6. Knowledge of standard cloud and local office software applications including, but not limited to Microsoft Office 365, Word, Outlook, Excel, PowerPoint, OneNote, Adobe Acrobat, Microsoft Edge, Google Chrome, Firefox, etc.
7. Knowledge of and ability to facilitate and run Teams and Zoom meeting sessions.
8. Ability to physically relocate IT equipment (phones, docking stations, monitors, printers, keyboards, mice, projectors, televisions, etc.).
9. Installation and uninstallation of laptops, Windows OS images, videoconferencing, and audio equipment.
10. Testing Wi/Fi and Ethernet access points within headquarters.
11. Supporting Apple iPhones includes enrolling in Mobile Device Management (MDM) solutions, resolving issues, and coordinating the replacement of faulty phones.
12. Ability to support the relocation of employees within the headquarters building in Washington, DC.
13. Perform equipment lifecycle management activities for all IT equipment.

Hours of Support for Level 1 cover all ITO help desk requests, for the hours of 8:30 a.m. to 5:30 p.m., Washington, D.C. local time, Monday through Friday.