Mid Level IT Specialist (DC, Washington)

This position performs IT support duties and related problem solving using desktop IT support skills, demonstrating IT desktop experience, good judgement, and initiative.

Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions.

Performs technical work of a professional level using standard techniques, concepts and procedures.

Competent to work independently on technical assignments and projects, meeting deadlines.

Contributes to complex problem solving.

Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research and apply solutions.

Typical duties include installing, maintaining, and administering desktop computer systems and associated peripherals including printers, monitors, switchboxes, business application software, and various operating systems.

• Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.
• Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.
• Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.
• Analyze and assess customer service requests and provide prompt technical solutions.
• Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.
• Prepare progress/status reports and submit to team leads as required.
• Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.
• Identify and document areas for process improvements.
• Contact and effectively communicate with users by telephone, electronic communications, or in person.