NERA Computer Support Specialist – Washington, DC

Washington

Job Profile Summary The Computer Support Specialist is a technology professional experienced in the use and support of hardware and software. The role is an individual contributor with primary responsibility for end user support. This role works within the Technology Services Operations team as a member of the Help Desk. This role requires specific technical, communication, and customer service skills to deliver support for colleagues across NERA’s global locations. The successful person in this role is team-oriented, committed to skill development, able to work independently with team support, able to adhere to established process, responsive to constructive feedback, and confident in interaction with customers in person, via telephone and Email. Job Profile Description Full-time position with focus split between the Help Desk and Technology Services Operations tasks / projects. Primarily focused on responding to local and remote support requests opened via telephone and Email in the Help Desk Ticketing System. Local support will include tasks with established processes for consistency and accuracy. Tasks and Projects will highlight the implementation / use of key technologies. This includes basic project management tasks, documentation / technical specification creation, with a requirement to report daily / weekly on ongoing work. This is a full-time, in-office position. The position is located in Washington, DC. Responsibilities: Resolve inquiries and Tickets within established norms following documented processes and procedures. Machine builds & wipes. Inventory management. Asset management. Office moves. Mobile device deployment and support. Temp (meeting, loaner) setups as required. Coordinate telco setups and removals. Knowledgebase and Technical Specification documentation creation. The Computer Support Specialist will also: Complete assigned project tasks on schedule and to specification. Perform regular documentation reviews and edits. Participate in on-call rotation. Procure technology assets within established standard. Triage and escalate non-standard technology incidents and requests. Ticket management, SLA adherence, and end-user education are success factors for the Help Desk. Capability growth will be focused on: Breadth and depth of knowledge and the demonstration of this experience within the Help Desk Ticketing System. Demonstrated ability to take on additional responsibility. Commitment to personal growth and training. Minimum Requirements: Hardware experience: Laptops, Desktops, Smartphones, Mobile Hotspots, Remote Sever Access. Operating System experience:   Windows & Mac Operating Systems. Software experience: MS Office 365, specifically and in-depth knowledge of Word, PowerPoint, and Excel; Adobe Acrobat DC; Microsoft Teams, OneDrive, Zoom, Slack. Demonstrable analytical and problem-solving skills. Strong written and verbal communication skills. Team-oriented with the ability to work in a globally dispersed team. The person in this role will have three (3) years of demonstrated experience in a Help Desk / Service Desk / Desktop Support role. Other Requirements: Strong analytical and problem-solving skills. Desire to take ownership of and complete assigned tasks. Ability to lift, move, and physically configure desktop computers, servers, and network equipment and other related hardware. Travel will be required – must be able to travel to NERA Offices Globally as necessary. Evening and weekend work will be required based on a defined rotation. Evening work is 1 additional hour per day for a week on a monthly rotation. Four-year university degree or equivalent work experience preferred. This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

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