Technician Standard II - IT Coordinator II

This team is responsible for enabling and delivering IT support to staff and providing support to clients both at headquarters (HQ) and in country offices (CO) through a wide range of job duties including:

• IT support and troubleshooting of client’s provisioned hardware, software, and applications;
• Client IT training and outreach; direct desk side and remote support;
• Virtual meeting support; and configuration and provisioning of standard devices. For the Washington, DC campus, Tier 2 local IT Support (ITSR3) is organized by building/location. We engage directly with the business and leverage ServiceNow for incidents and requests to deliver timely, best-in class support to our end-user community. With an annual satisfaction rating that regularly exceeds 95%, the core competencies and responsibilities that contractors must fulfil are:

Roles & Responsibilities:

• Provide technical support to Client managed desktops, laptops with docking stations and mobile devices. This includes supporting a variety of client’s standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing logon and connectivity issues; patching security vulnerabilities; and installing software, among others.
• Receive and take ownership of requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress; and document work in the system.
• Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.
• Leverage technical expertise and troubleshooting skills to diagnose problems and identify and apply the appropriate resolution or find resources to resolve the issue.
• Provide support for meetings and presentations, including video conferences/in-room systems, virtual and hybrid meetings.
• Provide support to M365 applications (Copilot, Outlook, Office, OneDrive, Teams, etc.)
• Follow administrative guidelines associated with maintaining high quality IT support, including asset management related tasks, ensuring accurate documentation and record-keeping.
• Attend to issues with client-owned and personal mobile devices (iOS and Android) which are connected to corporate systems.

• Bachelor’’s degree in Computer Sciences, Electronics & Communication Engineering, Information Systems Management, or related field, with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience., * Excellent verbal and written communication skills.
• Excellent customer service skills.
• Advanced skills in supporting Windows computers and Apple mobile devices.
• Advanced skills in supporting Microsoft suite products, e.g. Copilot, Office, Outlook, Teams, SharePoint and OneDrive on Mobile and PC, as well as browser-based applications.
• Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.