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Sr. Desktop Support Engineer

3 months ago

Washington, United States Tandym Group Full time

A services organization in Washington, D.C. is currently seeking a new Sr. Desktop Support Engineer to support their growing team. In this role, the Sr. Desktop Support Engineer will be responsible for providing second level support for all incident and service requests that have been escalated by the Service Desk.

Responsibilities:

The Sr. Desktop Engineer will:

  • Resolve issues for desktop and laptop incidents and requests in a timely manner
  • Troubleshooting and resolving desktop/laptop software including installing, configuring and understanding functionality
  • Troubleshooting and resolving service-related issues such as user data back-up, printing, web- ex, etc.
  • Effectively document the resolution process and mentor Service Desk personnel
  • Contribute to departmental policies and procedures related to troubleshooting
  • Work with system and application owners to re mediate reoccurring issues
  • Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager
  • Support Windows 10, Mac OS, iOS, and Android
  • Provide IT support relating to technical issues involving Microsoft core business applications and operating systems
  • Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment
  • Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees
  • Communicate with customers as required, keeping them informed of support progress and notifying them when their issue has been resolved

Qualifications:

  • 5+ years of prior Help Desk experience
  • 1-year experience with JAMF (SCCM platform) and SCCM/PXE for Windows
  • High School Diploma / GED
  • Experience working with computers and operating systems
  • Experience with trouble ticketing system-currently using Service Manager
  • Thorough knowledge of desktop and business/technical support systems
  • Active Certification required: MCSA, MCSE, ACSP, or ACMT
  • Experience with Windows 10 and in Active Directory Environment
  • Experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites
  • Advanced level experience in MAC/PC hybrid environments including mobile devices
  • Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS
  • Hands-on experience with a wide range of infrastructure, including Operating Systems, Device Management, and client systems
  • Experience troubleshooting mobile devices using both iOS and Android
  • Experience in working on a Service Desk teams supporting IT services
  • Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.
  • Strong critical thinking skills that facilitate expedient problem solving
  • Strong communication skills
  • Excellent customer service skills

U.S. Citizenship required

Must pass background investigation to obtain Public Trust

Desired Skills:

  • Technical Degree
  • Authorized MAC certification
  • Experience with Air-Watch/Intelligent Hub