KeenLogic is seeking to hire a Desktop Support Technician (entry Level) to work with the United States Agency of International Development (USAID) in 1 of 3 locations in Washington, DC. This is a full-time position offering health benefits, PTO, 401k, and Life Insurance. The ideal candidate will have 3+ years of experience with Desktop Support and will be familiar with Mac, Windows, Active Directory, Troubleshooting, Analyzing, Diagnosing, and Resolving hardware, software, and network problems.

Job Duties and Responsibilities:

· Responsible for direct interaction with end user customers and technical support to resolve computer, printer, application, network, and internet issues.

· Troubleshoot and diagnose hardware, software and connectivity issues for end users as well as reporting all hardware, software, and network problems.

· Work with other team members to roll-out hardware and software upgrades; test/implement new equipment and services.

· Diagnose equipment hardware problems for repair or replacement.

· Analyze and resolve PC hardware, software, system access, network, and other technical issues.

· Follow up with customer to ensure problems are resolved successfully/satisfactorily.

· Perform end user operation/procedure training and/or documentation.

· Track/document issues and escalate if appropriate.

· Be able to multi-task with heavy caseload and respond to user requests in a timely fashion.

· Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure accurate communication at all times ensuring customer is aware of incident activity, updates, and closure. 

Requirements/Experience:

• Exceptional customer service support and interpersonal skills are required as well as excellent   telephone etiquette.
• Active Clearance Require
• 2+ years of SCCM Experience
• Degree in Computer Science (preferred)
• 3+ years of Desktop Support Experience (Troubleshoot, diagnose hardware, software network problems, analyzing and resolving PC software/ hardware etc.)
•  Knowledge of Windows Operating Systems
• Knowledge on Active Directory
• Knowledge of Local Area Networks (LAN).
• Able to work independently, take responsibility with initiative and problem solving
• Ability to work a flexible schedule and extended work hours as required based on current projects.
• Excellent written/spoken communication skills