EXCEED is seeking a Service Desk Specialist to join a highly skilled team providing technical solutions and support to hardware, software, and operating systems in an inter-networked environment. Enterprise operating environment includes various desktop/laptop running Mac OS and Windows, which encompasses desktop applications, browsers, printers, and telecommunications and video. The ideal candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels. The role will require this individual to document, track, and monitor problems to provide resolution promptly. The successful candidate will be CompTIA A+ Certified.

Essential Responsibilities:

• Use Service Desk ticketing system to track and log actions taken to resolve incidents and fulfill requests. Capture detailed notes, follow Standard Operating Procedures, and use checklists for common situations.
• Provide feedback and suggestions for enhancing Standard Operating Procedures and associated checklists.
• Adjust and adopt ticket quality recommendations for continual improvement of service delivery and customer satisfaction.
• Provide expert troubleshooting and technical assistance for IT hardware and software issues.
• Support Microsoft Windows and Apple macOS environments.
• Resolve wired, wireless, and VPN network access issues for all supported devices.
• Manage and troubleshoot local, network, and label printers. Assist staff with copiers, scanners, and shared multi-function devices.
• Escalate unresolved requests to other service providers and ensure successful hand-off and resolution.
• Monitor and respond to responses from service providers, ensuring timely follow-up and closure.
• Perform necessary repairs on equipment, such as hard drive and battery swaps, video card and power supply replacements, or coordinate with vendors for repair orders covered under warranty or for a fee.
• Provide support for all IT-related requests for foreign travel and coordinate with impacted staff to ensure timely delivery of appropriate IT equipment.
• Escalate data recovery repairs to the IT Security team and assist in coordination with the customer, IT Security team, and data recovery vendor until the matter is resolved.
• Offer recommended alternatives, such as loaner laptops or workarounds, to address issues impeding users' work until root causes are addressed.
• Maintain availability of loaner laptops in service desk offices and ensure they are configured to the standard configuration with updated operating system and third-party patching.
• Troubleshoot access to SharePoint pages and escalate access and permission issues to the Applications Development team.
• Provide support for centralized collaboration tools, including Microsoft's SharePoint, OneDrive, Teams, Skype for Business, Box, Zoom, and WebEx.
• Ensure computers are formatted and configured with supported Microsoft or Apple operating systems.
• Keep system hardware and software up to date according to policies, procedures, and industry end-of-life timelines.
• Provide advanced notification regarding upcoming end-of-life or end-of-service life of operating systems, software, tools, and hardware. Collaborate with relevant teams to develop appropriate end-of-life plans.
• Maintain consistent user experience, preserve configuration settings, and provide high-quality service during computer system deployments or replacements.
• Resolve Critical, High, and Medium Risk Vulnerabilities within IT security policies, timelines, and standards. Address low-risk items as directed by the designated IT security officer and requests from the Incident Response Team.

Required Qualifications:

• Minimum of three (3) years' experience in troubleshooting end-user hardware and peripherals, operating systems, software applications, and network connectivity.
• Proficient in configuring, supporting, and troubleshooting Apple MacOS, Apple iOS, Microsoft Windows operating systems and fielding related how-to questions.
• Proficient in supporting Microsoft Office 365, (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, Skype, OneDrive, Teams, and Zoom for Mac and Windows.
• Ability to troubleshoot incidents and requests remotely, either over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft's Remote Desktop Services, and/or SolarWinds Dameware.
• Must have demonstrated experience using incident logging and ticket tracking systems such as ServiceNow (preferred), Remedy, or Cherwell. Knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
• Demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
• Demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
• Experience in developing training materials and provide training to users with various skill levels.
• Must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.

Certifications:

• Required: CompTIA A+; Apple Certified Support Professional (ACSP); ITIL 4 Foundation (or ability to obtain within 6 months of joining)
• Desired Certifications (1 or more): CompTIA Security+; Microsoft Office Specialist: Microsoft Office 2016; Microsoft Office Specialist: Associate (Office 365 and Office 2019); Apple Certified Support Professional (ACSP); Apple Certified MacOS Technician (ACMT); Apple Certified iOS Technician (ACiT); Jamf Pro Certified Tech; HDI-CSR; HDI-SCA; HDI- DAST; HDI-TSPS; or other industry-recognized certifications.
• Federal customer experience supporting HHS, preferably NIH desired.