Desktop Support Specialist

4 weeks ago

Arlington, Virginia, United States Airlines Reporting Corporation Full time
About the Role

Airlines Reporting Corporation (ARC) is seeking a skilled Desktop Support Engineer to join our team. As a Desktop Support Engineer, you will be responsible for the development, deployment, configuration, troubleshooting, and support of internal employee workstations, laptops, mobile devices, printers, and deployment technologies.

You will take ownership and monitor escalated support requests to ensure a timely resolution for requests. Additionally, you will provide professional technical support as needed via face-to-face interaction, chat, email, and telephone.

This position requires 5 days onsite in our Arlington office.

Key Responsibilities
  1. Serve as an escalation point for other technicians seeking technical assistance. Configure, install, and maintain computer equipment such as laptops, desktops, tablets, mobile devices, printers, scanners, and copiers.
  2. Ensure all ARC laptops, desktops, tablets, and mobile devices are configured as per ARC's security standards.
  3. Monitor, build, and run reports in ServiceNow, ARC's help desk ticketing system, and respond in a timely manner as necessary to resolve customer issues.
  4. Define requirements, build install packages, configure, and support Microsoft Windows and Mac operating systems, and applications such as Microsoft Office.
  5. Work directly with other teams to resolve complex issues, remediate security vulnerabilities, and complete projects.
  6. Provide exceptional customer service by responding to requests in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.
Requirements
  • Bachelor's Degree in Information Technology or a related field preferred; equivalent experience accepted.
  • Expert knowledge of supporting Windows and Mac Operating Systems and troubleshooting best practices.
  • Expert knowledge of laptop and mobile devices.
  • Technical knowledge of phone systems and A/V equipment.
  • Hands-on end user hardware and software troubleshooting experience.
  • Knowledge of Active Directory, Azure, DHCP, and Group Policy.
  • Technical knowledge of printers and print servers.
  • Must have experience working in ServiceNow, Intune, SCCM, or similar and knowledge working with remote tools, like Bomgar and TeamViewer.
  • Ability to operate tools, components, and peripheral accessories for troubleshooting.
  • Able to create technical manuals and procedural documentation, including knowledge base articles.
  • Ability to conduct research into PC issues and products as required.
About ARC

Airlines Reporting Corporation (ARC) accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services, and other innovative industry solutions.

We are a leading travel intelligence company with the world's largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights.

By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives.

We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.

What We Offer
  • A highly competitive, comprehensive benefits package.
  • A collaborative and solutions-oriented work environment.
  • Opportunities for professional development and growth.
  • A chance to work with top minds in the industry.

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