Desktop Support Professional

Location: McLean, VA

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.

Key responsibilities include:

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

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

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.

Microsoft Certified IT Prof
3 - 5 Year