Senior Desktop Support

  • location: McLean, VA
  • type: Contract
  • salary: $30 - $35 per hour
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job description

Senior Desktop Support

job summary:
The Desktop Support/Executive Support position resides within our IT Workplace Service organization. The candidate is an operational SME in maintaining and supporting end user hardware and software, and other IT End User Solutions. The candidate will perform daily Desktop Support operations, serving as a lead, and will be providing IT support for the Enterprise VIP customers (this includes executive officers in the company such as CIO, CTO, CEO and Board of Directors). In addition, other responsibilities include collaborating with various teams for core and enterprise projects and training other personnel within the organization. In addition, the successful candidate must possesses excellent customer service skills and operating effectively as a customer advocate in the delivery of existing or new Desktop or Mobile Platform services.

 
location: Mc Lean, Virginia
job type: Contract
salary: $30 - 35 per hour
work hours: 9am to 5pm
education: Associates
 
responsibilities:
Troubleshoot Hardware and Software Issues remotely, face to face with Customers at the IT Solution Centers or desk-side visit for our VIP customers

Troubleshoot of Corporate Mobile Devices and BYOD

Enterprise Asset Management

Oversee the resources at the IT Solution Center and be able to take on any role

Respond to How-To requests by customers and technical personnel

Monitor Service Ticket Queues and routes priority Service Tickets accordingly

Review Service Tickets for completeness and accuracy

Understand and communicate impact of new technology to customers

Assist on training for customers and technical staff

Ability to work flexible hours 24/7

 
qualifications:
Job requires a Bachelor's degree in Computer Science, Business Information Systems, or a related discipline; or an equivalent combination of education and experience acquired. Understanding ITSM (Service Desk Role, Incident Management, Asset Management and End User Operations) and 7 to 10 years of recent and consistent support to C-level Executives and senior management.

 
skills: - Windows and MAC OS working knowledge

- Knowledge of Active Directory and Group policy

- VPN technologies, configuration and troubleshooting

- Mobile Device Management Admin knowledge (BES12, Air Watch)

- Mobile Device Support

- Network Infrastructure LAN\WAN and wireless networks

- Familiarity with Firewall Rules

- VDI solution

- Advanced knowledge of Office 365

o Email Applications (Outlook and Exchange)

o MS Office suite of applications

- Messaging Applications

- Office 365 Administrator console

- Voice technologies (hard or soft phones and associated peripherals)

- Video conferencing solutions and associated configurations

- Collaboration Tools (WebEx, Jabber)

- SCCM, admin knowledge preferable

- Two factor authentication (RSA) Admin knowledge

- PowerShell scripting or other scripting languages

- IT Best Practices in ITSM

- ServiceNow


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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