Latitude, Inc. Desktop Support Technician in McLean, Virginia
?Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
?Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
?Tier 2 desktop support experience
?Office 365 and Active Directory Experience
?Performs analyses and prepares reports on system problem trends and issues.
?Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
?Updates tickets and assignments according to established procedures.
?Participates in on-call rotation as assigned.
?Ensures safety, confidentiality & security of employee and patient data.
?Promptly identifies, documents, and resolves problems with system functionality. ?Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.
?Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.
?Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.
?Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
?Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.
?Other duties as assigned to support the unit, department, entity, and health system organization Minimum Requirements: Qualifications
? H.S. Diploma/GED and at least 3 years of field support experience
?Excellent interpersonal & communication skills to work with users, fellow team mates and management.
?Good organization & time management skills.
?Demonstrates good follow-up and follow-through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.