About NFF Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services. Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).
NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a "Cisco Top-5 Mid-Atlantic SLED Partner" in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.
NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications.
About this Position / Responsibilities- Diagnose and troubleshoot general desktop support inquires (i.e., resolving problems with software, hardware, configurations, etc.), including laptop, workstations, and peripherals.
- Research, resolve, and respond to customer inquiries received by phone, email, and chat in a timely manner.
- Follow up with customers to confirm issue resolution and satisfaction.
- Write concise summaries of customer interactions that are accurate, thorough, and timely.
- Set up onsite workspaces with laptop, monitors, and peripherals.
- Acquire and maintain understanding of organizational policies and procedures to ensure accurate solutions are delivered to customers.
- Demonstrate commitment to quality and customer service.
Qualifications The candidate should demonstrate strong technical knowledge and experience with Unix/Linux and Microsoft Office 365 Suite (e.g., Word, Excel, OneNote, PowerPoint), Outlook for Microsoft 365, Active Directory, Microsoft Teams, SharePoint Online/OneDrive, HP Desktops/Laptops/Tablets, Dell Desktops/Laptops/Tablets, Microsoft Surface Laptops/Tablets, and Microsoft Windows 10 and 11. The successful candidate will be expected to interface with internal customers and various technical support teams.
- At least seven years of overall IT experience, including a minimum of five years of experience providing general help desk support with working knowledge of opening and maintaining help desk cases using IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar.
- At least two years' experience in desktop/laptop troubleshooting and IT systems monitoring or operations support.
- At least two years supporting UNIX/Linux.
- At least five years supporting Microsoft Windows 10 and 11, Microsoft Office (2016 and O365), and Microsoft Outlook.
- Strong Level 1 network and VPN diagnosis and troubleshooting skills.
- Knowledge of iPhone or similar smart phone enterprise support.
- Strong multi-tasking skills and demonstrated analytical and problem-solving skills.
- Excellent written and oral communications are required as this position will interface with customers in-person, telephone, Teams chat messages, and ticketing system. Ability to accurately summarize and document customer interactions is required.
- Strong interpersonal and communication skills. Must be able to work with technical and non-technical staff at various levels of the organization.
- Familiar with maintaining documentation and communication via Microsoft Office solutions such as Teams, SharePoint, Excel, Word, and Outlook. Advanced skills in Excel are a plus.
- Ability to troubleshoot and diagnose PC hardware.
- Ability to work independently and within a team.
Desired Technical and Professional Experience - BS/BA in Information Systems, Computer Science, or related field
- HDI or SDI Certification
- ITIL Certification
- Linux OS experience
NFF Disclosures NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees: Medical, Dental and Vision, Health Savings Account, Flexible Spending Account, STD, LTD, Supplemental life insurance and ADD&D Comprehensive 401k plan Paid Time Off NFF is an Equal Opportunity Employer.