Desk side Support Technician

  • location: McLean, VA
  • type: Contract
  • salary: $39.67 - $40.62 per hour
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job description

Desk side Support Technician

job summary:
The Desktop Support position resides within our Enterprise Technology Service group, and it is an operational SME with roles of maintaining and supporting end user hardware and software under minimal direction of a Team Lead. You will be providing IT support for the enterprise at the IT Solution Centers and executive officers in the company including the CEO and other C-level executives.

Job requires a Bachelor's degree in Computer Science, Business Information Systems, or a related discipline or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired, minimum of 5 years of experience in desktop support, service desk or customer service.

 
location: Mc Lean, Virginia
job type: Contract
salary: $39.67 - 40.62 per hour
work hours: 8am to 6pm
education: Bachelors
 
responsibilities:
Troubleshoots Hardware and Software Issues remotely, face to face with Customers at the IT Solution Centers or desk-side visit for our VIP customers

IT Asset Management at the IT Solution Center

Monitors Service Ticket Queues and routes priority Service Tickets accordingly

Reviews completed Service Tickets for completeness and accuracy

Understand and can communicate impact of new technology to customers

Assist on training customer and technical staff

Ability to work flexible hours 24/7

 
qualifications:
Follows Desktop Technology Best Practices and Procedures

Performs PC and Mobile Hardware and Software Installations for the enterprise

Performs PC Break Fix

Conducts On-Boarding and/or Migration Orientation Sessions for Executives or other customer on need basis

Supports Data Retention Best Practices

Provides input to Best Practices

Tests new operational hardware and software

Operates as a Self-Starter

Performs with basic supervision

Shows ability to work in a Team environment

Demonstrates ability to follow operational procedures

Plans and executes tasks as scheduled

Possesses excellent Verbal and Written Communication skills

Demonstrates Exceptional Customer Service for High Profile Staff

Demonstrates mature decision making

Demonstrates Working knowledge of PC Hardware and Software Installation Options and Configuration Settings

Displays Working Knowledge of Incident Management and Service Ticketing Systems

Displays working knowledge with Software Discovery and Automated Software Installation Tools

Shows Familiarity with Mobile Device Hardware and Software Installation Setup and Configuration

Shows Familiarity Data Base Management Tools

 
skills: Working knowledge of the following is required: Windows 7 and 10 Operating System, Microsoft Teams, Office 2016 and 365, SharePoint, Active Directory, SCCM, BitLocker; Service Now, Cisco Jabber and Cisco phone hardware, knowledge of VDI and MDMs, iPhones/iPads and Androids.

Prefer Skills: Service Now, VMware Horizon View client, WebEx, MS-Access, Basic understanding on MDMs, MS Office, and Visio 2016.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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