Desktop Support Specialist

3 weeks ago

Arlington VA, United States Eastern Research Group Full time

Our Chantilly, VA office has an immediate opening for a bright, motivated Desktop Support Specialist to support our network and desktop computer systems. The ideal candidate will have excellent customer support and problem-solving skills, thrive in a fast-paced environment, and be able to provide high-quality first-line support to users across all our locations. Experience with onboarding and offboarding employees, automating redundant processes, and cultivating a secure IT environment using best practices is crucial. We are looking for candidates with solid written and oral communication skills who can troubleshoot across all current Windows and Office 365 versions.

Please note that this is a hybrid role, with a minimum of 3 days in the office. This position is currently in Chantilly but will be moving to Fairfax, VA, by the end of the year. Occasionally, travel to our Arlington, VA, and Herndon, VA offices may occur.
Job Description: Office 365 products supportSetting up new hire computer equipmentLaptop/Desktop rebuildCreating and administrating Active Directory accountsSetting up and troubleshooting multi-factor authentication (MFA)Troubleshooting laptop/user issues (e.g., driver updates, VPN, hardware issues)Password management, providing new passwords or removing lockouts as neededInstalling, configuring, and updating software applicationsOnboarding new employees, including provisioning equipment and logins and orienting employees to the environmentOffboarding departing employees, including disabling access and collecting assetsPerforming facilities-related tasks, including office moves, shipping/receiving, and conference room equipment supportInstalling, physically moving, changing/upgrading, and disposing of computer hardware and software productsMaintaining precise documentation and records for hardware and software inventoryMaintaining virus protection, OS service packs, third-party software patches, and upgrading the laptop's OSHandling printers and toner issuesTroubleshooting application installations and end-user issues with various desktop applications (Google Chrome, Office 365, Adobe products, and various antivirus suites)Responding to user issues reported through tickets or management requests and updating tickets accordingly throughout the resolution processServing as a first line of contact about desktops, laptops, scanners, and other information technology systems (local and remote) as required to ensure efficiency and reliabilityCreating articles for the knowledge base to ensure common issues and configurations are well-documented and available to employees, helping to promote a self-service portalCoordinating with vendors for warranty repair of IT assetsFamiliar with the Backup Tape drivesFamiliarity with a variety of remote access tools
Qualifications and Skills:3-5 years' experience as a desktop support staff member5+ years of relevant work experience in Microsoft operating systems, particularly Windows 11 and 10, Windows Server 2016/2019, Active Directory, Office 365, SharePoint Online, Microsoft Teams, Adobe, or similar3+ years of network equipment experience, including switches, hubs, and wireless routersFamiliarity with Dell laptops, desktops, and HP printersFamiliarity with audio-visual equipment and software like Zoom, GoToMeeting, and Microsoft TeamsHands-on experience with BitLocker, MFA, and VPN setup. *Experience with ServiceDesk Plus or similar productsWorking knowledge of networking topologies, TCP/IP, DNS, DHCP, and wireless. *Experience with CompTIA A+ and/or CompTIA Network+ is a plus

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