Digicon Corporation is a full-service Information Technology solutions provider with over 25 years of experience and approximately 300 employees. We offer exciting and diverse careers in federal, state and local, and commercial arenas throughout the Washington, DC metropolitan area and beyond. If you want to be part of a team dedicated to integrity, innovation, and excellence, then Digicon is the place for you.
We are currently in search for an Application Support Specialist to work at our client site in Washington, DC. This is a full-time employee position with Digicon Corporation.
Position Description :
The successful candidate will provide advanced desktop support for Microsoft Office, SharePoint and related desktop software products at a senior level, for the client’s staff. This position requires detailed and extensive knowledge of the standard office and includes a great deal of hands-on support for use of those applications. This work shall include, but not be limited to, taking calls from users, providing technical advice, performing problem analysis/detection/resolution, and providing general system and software user support. The typical users supported by the Customer Support Center (CSC) operate in the MS Windows Vista / Windows Seven operating environment with MS Office 2010. Software in use is primarily COTS packages such as: MS Office Word, Outlook, Excel, PowerPoint, Visio, Project, SharePoint, Internet Explorer and Adobe. The candidate shall also support client specific systems, which have been primarily developed using COTS (i.e., .Net) software.
Duties include but are not limited to:
Provide applications consulting services to client individuals, teams or offices when they bring a request for technical expertise in accomplishing a business objective;
Provide desk-side or telephone support to end users for software usage questions;
Act as Tier 3 technical support within the CSC by resolving complex support requests, coaching and mentoring the other technicians, research and resolve complex technical issues;
Act as Applications Consultant in a wide spectrum of educational and consulting activities;
Assist the Senior Applications Specialist with training activities;
Provide tracking and documentation of all reported problems and service requests;
Establish a consistent method of measuring customer feedback on CSC’s resolution of tickets to ensure increasing quality of support;
Contribute to the client IT knowledge base of information on MS Office, SharePoint, and other desktop products, promoting online troubleshooting by client users;
Analysis of trouble calls, which includes determination of trends and developing proactive solutions to preclude proliferation of the problem trend;
Installation/configuration of hardware and software to include desktop computers, monitors scanners, printers, laptops, tablets, smartphones and other devices;
Development and maintenance of Standard Operating Procedures (SOPs);
Assistance in the development of standardized reports and reporting procedures.
Position Requirements :
5-7 years’ experience supporting Microsoft Office 2007/2010.
3-5 years’ experience supporting Microsoft Vista/Windows 7.
3+ years’ experience supporting SharePoint 2007/2010 for end users.
Candidate must pass a minimum 3 of 6 certification exams for MCAS.
Demonstrated experience in training.
Demonstrated experience with creating and maintaining technical documentation.
Maintain current knowledge and skills in the use of standard desktop applications including (but not limited to) Word, Excel, Access, PowerPoint, SharePoint, Communicator, Publisher, Visio, InfoPath, Groove and Project.
Microsoft certifications to include MOS (Microsoft Office Specialist) and/or MCT (Microsoft Certified Trainer).
Bachelor’s degree in Computer Science, Information System, Engineering, Business or related field.
Strong customer support skills, use of ticket management system like Remedy, Clarify, FootPrints, etc. preferred.
All candidates must be authorized to work in the US for any employer and able to pass a background check. No relocation assistance is available. EOE M/F/D/V.
Digicon Corporation - 21 months ago
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