Desktop Support Specialist

INFORELIANCE IS HIRING! DESKTOP SUPPORT SPECIALIST DENVER, CO InfoReliance is seeking a Desktop Support Specialist to support our Federal Government agency client with Desktop Services in their Alexandria, VA HQ Office. We provide enterprise-level, full lifecycle support services for all end user computing hardware and software for our customer. As a Desktop Support Specialist, you will interface with customers using various enterprise applications, desktop and server applications and hardware, including COTS and custom developed applications. This includes troubleshooting, triage, assignment, dispatch, remote support, and response to include support delivered at the customer’s location. You will be responsible for answering, documenting, analyzing, tracking, and responding to requests for assistance in support of a range of users and systems. You will be expected to provide exemplary customer service to your customers. You will be responsible for documentation and tracking of requests within our ticketing system. Like all team members, you will take your turn covering the phones for 1-2 hours a day.

The hours for this position are 6:00am to 2:30pm Monday through Friday. ( with a half hour break for lunch) _Candidates must pass a background investigation conducted by our customer before beginning work. _In order to be successful in this role, we expect that you will have the following experience, skills, and credentials At least 2 years of experience in a Tier 1-2 Desktop Services role Effective written communication skills are imperative Proven exemplary customer service experience, preferably with letters of recommendation and/or commendation Experience working directly with customers, preferably providing technical software support Proven ability to work in a team environment, especially with diverse technologies and user groups Intermediate experience with Alloy, Remedy, BMC FootPrints, or comparable Information Technology Service Management (ITSM) ticketing systems. Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills Experience with ITIL and other quality assurance processes is preferred Ability to identify process improvement areas and author work instructions reflecting the new/improved workflow process Finally, your consultative approach and work ethic should be described by the following: You are proactive, you make and meet commitments, and you execute brilliantly. You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission You have strong time management and organizational skills, with the ability to work on multiple tasks/initiatives with multiple deadlines You have excellent listening, oral, and written communication skills