Job Title : Help Desk Support
Duration: Full Time (Direct Hire)
Location : McLean, VA
Client: TCS – Tata Consultancy Services
Provides day-to-day onsite problem resolution for laptop, voice, print, smartphone, AV, and network problems within established enterprise guidelines.
Installs, configures, and troubleshoots laptop systems, facilitates hardware and network repairs and maintains asset tracking system integrity all while exceling in delivering white glove customer support to a highly mobile population in a fast-paced environment.
Delivers a high quality customer focused service support experience in a customer driven culture.
Ensures that on a day to day basis the computing requirements for all customers are met, hardware is delivered on schedule and working according to checklist and customer requirements.
Performs analyzing, diagnosing, installation, and resolution of complex laptop computer, operating system, application software, and hardware technologies and associated problems. Support Windows and Mac OS laptop users in identifying root cause and facilitating expedient resolution.
Follow company policy and procedure to continually improve the quality of customer service and technical service provided by the local Deskside personnel.
Receives work from and responds customer help tickets, walk-in or internal help requests.
Provides accurate documentation and information through the use of the HP Service Manager ticketing tool.
Understand and adhere to all corporate policies to include, but not limited to Information Security policies and IT standard operating procedures.
Participates in overall local office support team, substituting for other groups as necessary.
Perform other duties as assigned
A minimum of 4 years related experience in a Help Desk support position
Excellent customer service skills
Excellent written and verbal communication skills
Ability to set proper task priorities and multitask in a fast-paced and dynamic environment while meeting all deliverables on-time or before they are due
Ability to organize and maintain physical organization of IT space
Experience in a professional business environment preferred
On-call rotation expected
OT may be required to meet customer needs and project efforts
May provide onsite training to support projects and initiatives
Minimal Travel (0-10%)
Some lifting of equipment (25 pounds or less) may be required.
Highly Desired Skills:
Google for Work (G Suite), Lotus Notes, Microsoft Office Suite, Windows 7 and Windows 10, VPN, AV, multifunction printer knowledge preferred
Experience in PC support, remote communications, local area networking, smartphones
Experience with PC & Peripheral troubleshooting
Customer service skills, advanced customer service trainings or certifications
Certifications such as A+, Network+, MCSE are helpful but not necessary
Bachelor’s degree desired
Thanks and Regards:
Iconsoft Consulting Group, Inc
1810 Englishtown Road, Building #1,
Old Bridge, NJ – 08857