The IT Consultant will assist the IT Operations team by providing end-user credential management and application support. Responsibilities include resolving Help Desk tickets, contributing to technical support projects, and conducting research and documentation for various tasks.
THIS ROLE IS 100% onsite in Reston, VA
Key Responsibilities
The IT Consultant will work on-site to support both in-office and remote staff members during designated shifts. Shift hours are determined by the TAC Supervisor and may allow for remote work if approved.
Key duties include:
- Manage desktop and laptop computing images, deploy new software, and update existing packages.
- Collaborate with the Supervisor to maintain Help Desk ticket resolution times within the desired range, identifying and implementing potential solutions.
- Troubleshoot software and hardware issues for end users.
- Handle account provisioning requests from Office of Finance and Bank employees.
- Collaborate with other IT support teams and escalate issues when necessary.
- Research and resolve technical problems, implementing and documenting solutions.
- Monitor and follow up on ticket status to ensure timely resolution and user satisfaction.
- Support daily technical reports, including Daily Health Check, Disk Space Report, and Open Incident Report.
- Provide technical support for VDI infrastructure (e.g., 10ZiG hardware) and assist with any additional agreed-upon infrastructure responsibilities.
Work hours: On-site, Monday through Friday, either 7:30 AM – 4:30 PM or 8:30 AM – 5:30 PM.
Qualifications
- Strong interpersonal skills, attention to detail, and excellent organizational abilities.
- Experience in phone and in-person technical support.
- Proficiency with general office software and operating systems, with the ability to troubleshoot technical issues using logical problem-solving methods.
- Self-motivated and eager to learn new technologies.
- Ability to prioritize and execute tasks efficiently.
Bonus skills include
- Scripting knowledge (Powershell or splunk)
- Use of ServiceNow ticketing system
