We are looking for ... Senior Computer User Support Specialist. The work is located at Washington DC.

Perform technical computer support in a dynamic, geographically diverse environment, including restore service interruptions, escalate problems IAW approved escalation procedures, fulfill user requests, troubleshoot and fix workstations issues. Use Remedy ITSM tool suite to provide problem management and resolution,, provide input to content in SharePoint, and support "request for change" process. Candidate is responsible for account management (create new accounts, unlock/disable/enable accounts, unlock.enable client devices, de-provision accounts, Responsible to support enterprise backups, manage distribution lists, support and validate patch management, file restoration

Responsibilities

• Ability to answer questions and resolve computer problems for customers in person, via telephone or electronically
• Apply comprehensive knowledge across key tasks and high impact assignments
• Plan and lead major technology assignments
• Manage trouble tickets in Remedy; respond to and resolve help desk requests
• Ability to provide assistance and resolve problems concerning computer hardware and software, including: passwords, printers, installation, word processing, collaboration software and electronic mail
• Ability to provide assistance and resolve problems concerning LAN/WAN directories, standard desktop images, operating systems, applications
• Provide email and mobile device support
• Support virtual desktop
• Support user transfers
• Support hardware and software configuration, operation/use and troubleshooting
• Provide Tier I/II/III support to users
• Provide system administration support
• Ability to provide assistance and resolve problems concerning upgrade systems and processes for enhanced functionality and to resolve security issues
• Ability to install and test computer-related equipment

Qualifications

• 3+ years experience providing technical assistance to computer users
• Experience with Remedy, Windows server domain (physical and virtual), LAN/WAN and Internet systems, Office 365, Windows 10, Microsoft Office, Active Directory, file server environments, Microsoft System Center Configuration Manager (SCCM), hardware installations (workstations, peripherals and servers)
• Effective written and verbal communication
• Ability to supervise others
• Ability to provide professional, courteous support to customers
• Sec+ certification
• US Citizen and Secret clearance...

Intellect Solutions, LLC is a growing Women-owned, HUBZone-certified small business with offices in Alexandria, Virginia and Herndon, Virginia, supporting clients across the United States. We provide solid benefits, competitive salaries, a friendly working environment, and opportunities to learn and grow. Our superior staff retention rate of over 90% for the last two years is proof of a great working environment and management that cares about its people. We are an Equal Opportunity Employer. Thank you for your interest!