Deskside Specialist

Washington, DC

Posted: 06/11/2019 Employment Type: Contract to Hire Industry: IT Job Number: 229664
Deskside Specialist

  • Assist customers and employees in resolving technology problems in a timely manner.
  • Support Dell and HP hardware: PCs, printers, scanners, I-phones, networking equipment, virtualization, and other enterprise technology.
  • Supported software: Microsoft Office Suite 2010, Adobe Acrobat, McAfee Antivirus, Symantec Endpoint Protection, Open Text Document Management (DM),  Internet Explorer, Firefox, Blackberry, Good Technology, ITSM and many other applications.
  • Supported Operating Systems: Windows 7/8/10 and MAC
  • Updates all tickets assigned on a daily basis. Opens, tracks, and closes trouble tickets.  Ensures problem ownership and promotes end-user satisfaction.  Tracks activities of technical support specialists to whom the tickets were assigned.
  • When necessary, interact professionally with third-party vendors to seamlessly provide services for our users and customers.
  • Assist Manager (or other supervisor as assigned) with project management and execution.
  • Supports equipment moves/adds/changes.
  • Support account moves/adds/deletions with in AD.
  • Produces/maintains SOPs. Develops best practices for processes and procedures (ITIL process environment).
  • Provides first and second level contact and incident resolution to customers with hardware, software, and application problems; includes both customer telephone support as well as electronically submitted requests.
  • Provide rapid response to customers needing immediate assistance.
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications.
  • Attempts to resolve as many incidents as possible:  Efficiently escalates incidents to appropriate team when required.
  • Support mobile devices such as IPhones, IPads, BlackBerrys and Air Cards.
  • All help desk duties as requested and as needed.
  • VTC session setups.
  • Delivery and setup of all IT equipment (computers, monitors, printer, blackberries, etc.) to include AV deliveries and setup.

Desired Qualifications and Skills:
  • Education: Demonstrated tech experience. Associate’ s degree in technology or Bachelor’ s in any field, or the pursuit of such degree, is preferred but not required;
  • Help Desk Institute or Service Desk Institute certification.
  • ITIL Foundations
  • Demonstrated initiative with a strong sense of urgency and purpose;
  • Strong attention to detail;
  • Aptitude and drive for learning new technology;
  • Demonstrated success in customer service and relationship building;
  • Ability to handle multiple tasks and effectively manage assigned workload;
  • Ability to complete multiple projects simultaneously, and in a timely manner;
  • Capable of working independently and within in a team;
  • A certain degree of creativity and latitude is required;
  • Good communication skills (verbal and written);
  • Ability to work with users of all technological skill levels throughout the hierarchy of the organization;
  • A strong grasp of basic hardware and network support principles;
  • Must have thorough knowledge of Microsoft Windows and Office software;
  • Mac, Linux experience is a plus;
  • Front Range ITSM experience is a plus
  • Basic working knowledge of Active Directory
  • Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs.
  • Information Technology: 3 years
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