AV Technician / Service Desk Technician at Kforce Inc in Reston, Virginia

Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking an AV Technician/Service Desk Technician in Reston, VA.

Duties Include:

• AV Technician/Service Desk Technician will provide first point of contact for all customer queries and incidents via walkup, phone, email, or chat


• Manage and administer accounts to include account creation, password resets, troubleshooting, and termination/deletion


• Document and track customer requests and incident in the customer's approved IT Service Management (ITSM) solution


• Properly document initial troubleshooting and triage steps and escalate to Tier 2/3 support teams when appropriate to resolve more complex customer issues


• Provide telephone support to customers in a professional, knowledgeable manner to maintain excellent customer relationships


• As an AV Technician/Service Desk Technician, you will ensure all tickets are logged and assigned to the correct team


• Proactively monitor Incidents for trends and potential Problem Records and highlight these to the Service Desk Manager


• Update Service Desk documentation for new processes and procedures to share best practices, capture changes in the environment, and streamline initial response to common issues to reduce duplication of effort


• Produce both customer-facing and internal knowledge base documentation as required


• Actively participate in Continual Service Improvement Activities to share their experience and knowledge and support service enhancement


• Install, configure, and maintain AV equipment including projectors, sound systems, video conferencing systems, digital signage, and control systems

REQUIREMENTS:

• Requires a Bachelor's degree and 6+ years of relevant experience; Additional years of experience may be considered in lieu of a degree


• Experience creating and managing domain accounts within Active Directory


• Familiarity with supporting virtual desktops running Microsoft Windows


• Experience troubleshooting common Active Directory account issues and errors


• Experience troubleshooting software and hardware issues for end user devices to include workstations, printers, and scanners


• Experience with troubleshooting hardware faults, coordinating warranty replacement requests and installation of replacement components internal to the workstation


• Experience with reviewing Microsoft Windows event logs to determine possible root causes and research common fix actions


• Familiarity with incident analysis to identify trends indicative of a larger problem and ability to articulate problem in an effective manner to peers and higher tier support elements for resolution


• Experience with using Microsoft tools such as Active Directory, DNS, and DHCP to add new workstations to the domain and troubleshoot existing workstations issues


• Experience deploying operating systems to workstations via PXE Boot and troubleshooting common errors preventing deployment

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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