Desktop Support Specialist (Mid Level)

• Configure, install, and support desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.
• Provide enhanced desktop and end user support service to VIP customers.
• Maintain a professional attitude and appearance, while consistently providing excellent customer service. Examples of these qualities are a good work ethic, assisting team members when needed, and being a positive contributor to the workplace environment.
• Consistent, dependable customer service to clients and colleagues in person, on the phone, in written communications, and on video communications.
• Relocate IT equipment including desktop computers, monitors, portable data storage devices, and other generalperipherals.
• Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connect and configure IT devices to use computer networks.
• Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates.
• Provide software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Provide virtual assistance sessions using Windows Remote Assistance and Apple Remote Desktop.
• Develop end-user documentation and instructions.
• Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
• Support disaster recovery and adapt to various types of situations, clients, and tools.
• Use an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
• Stay in regular communication throughout the day with other tiers of support and Management staff.
• Participates in troubleshooting of issues with the drive towards root cause identification.

Do you have experience in Ticketing system technical support?, Do you have a Bachelor’s degree?, We are seeking a proactive and energetic Mid-Level Desktop Support Specialist to join our dynamic IT team. In this role, you will be the frontline technical expert responsible for delivering exceptional support to end-users, ensuring seamless computer management, hardware functionality, and network connectivity. Your enthusiasm for troubleshooting and customer service will drive efficient resolution of technical issues, empowering our team to stay productive and connected. This is an exciting opportunity to leverage your technical skills in a fast-paced environment while making a tangible impact on daily operations., * Must be able to obtain and maintain a 6C Public Trust security clearance.

• Bachelor’s degree with four (4) or more years of technical support experience or six (6) or more years technical support experience without a degree. Technical support is defined as experience with current desktop and laptop computers and various operating systems to include one or more of the following: Windows 11, Mac OS 15, and Microsoft Office suite.
• Experience using ticketing system (preferably ServiceNOW)
• Strong customer service and equipment support skills
• Strong written and oral communications
• ITIL foundations certification or ability to obtain certification within 6 months

Desired Skills, Qualifications, Certifications:

• Dell Certified Technician
• Help Desk Institute (HDI)
• CompTIA A+
• CompTIA Network+
• CompTIA Security++
• BA/BS in a technical discipline
• MCSA: Windows 11
• MCSE: Desktop Infrastructure
• MCDST: Microsoft Certified Desktop Support Technician ITIL Certification

This is a full-time position with a work schedule of 8:00 AM EST to 5:00 PM EST, Monday through Friday.