Deloitte Services LP is currently looking for an Associate Technology Support Analyst in the Arlington, VA office. Deloitte Services LP provides a wide variety of internal support services to Deloitte LLP and its subsidiaries both in the Deloitte office and at remote firm engagement sites.
Position is responsible for maintaining end user relationships, consulting and supporting mobile workforce in Deloitte locations, client engagement sites, or other locations as required in a 24 hour x 7 day environment. Candidate will possess general technical support skills in order to solve problems with laptops, printers, software, and mobile telephony devices along with superb customer service skills, outstanding communications skills, and the ability to create and deliver training-related presentations to the user community.
Day-to-day Responsibilities Include
- Provide PC hardware and software deployment and support to the user community. Activities include procurement, configuration, deployment, and technical support of all standard hardware/software applications including internally developed and off the shelf software.
- Provide asset management and tracking of hardware and software.
- Assist infrastructure teams (LAN, WAN, Telephony) where local hands on activities are required.
- Provide mobile device deployment and support. Activities include end user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution.
- Establish relationships with business users at all levels in the organization. Promotes ITS services, engage customers to understand business needs and maintains ownership for problem resolution. Deliver monthly technology updates to the user community to enhance the customer relationship.
- Provide one-on-one and group training for peers and customers. This would include trainings on new technologies, hardware/software and process changes. Participate in certification and impromptu training to effectively learn new technologies that are applied within the Deloitte environment.
- Document problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets.
- Manage Service Level Targets through accurate recording of service activities, asset transactions, data retention, and PC compliance activities.
- Perform password resets and workstation management in Active Directory.
- Responsible for resolving computer problems related to Windows 7, Windows applications, Microsoft Office products including MS Outlook, Office Communicator, McAfee Antivirus and Mac OS X.
- Perform laptop and printer hardware troubleshooting and repair.
- Virus and OS patch updates.
- Participate in special projects as assigned.
- Support the delivery of ITS projects focusing on personal computing, mobile devices, IT infrastructure, both in the Deloitte office and at remote firm engagement sites.
- Achieve expertise in industry sectors.
Requirements Include
- Associate’s Degree in computer or technology field or minimum 1-3 years of related experience within a corporate IT department. High level of customer service experience.
- Minimum of 1-3 years’ experience configuring, installing, troubleshooting and repairing PC, laptop, and printer HW/SW.
- Minimum of 1-3 years’ experience configuring, installing, troubleshooting MAC OS X and iOS mobile devices.
- Experienced with end user customer support, possess strong technical knowledge of Windows 7, Microsoft Office products including MS Outlook, Office Communicator.
- Technical and business experience with a thorough working knowledge of applications, mobile computer hardware, mobile devices (Windows Mobile, Blackberry ‑ RIM, iPhone, and Android).
- Dell or HP Laptop/printer certification desired or ability to secure certification after employment.
- A+, MCSE, Windows 7, ITIL, ACMT certifications a plus.
- Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to customer requests.
- Self-motivation and the ability to work with minimum supervision.
- Strong commitment to professional and service excellence.
- Experience working with high-level executives.
- Strong verbal and written communication skills.
- Initiative to expand level of responsibility.
- Ability to prioritize tasks and work on multiple assignments.
- Work both independently and as part of a team with professionals at all levels.
- Quick learner, proactive individual with the ability to work in a dynamic, fast-changing environment.
- Ability to anticipate the long term impact of decisions and take a broad approach to problem solving.
- Project Management experience a plus.
- High quality and professional standards.
- Prior experience in providing services to remote sites a plus.
- Must be able to work virtually with multiple ITS groups ranging from technicians to leadership.
- Full travel mobility with occasional travel required.
- Must be able to provide after-hours support on a rotational basis with occasional travel required to offices in local geography.
- Experience supporting Audio/Video conferencing equipment and telephony equipment.
About Deloitte
As used in this posting, “Deloitte” means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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