Desktop Support Specialist

4 weeks ago

Washington, Washington, D.C., United States Ovation Workplace Services Inc. Full time
Job Overview

As a Desktop Support Specialist at Ovation Workplace Services Inc., you will provide critical day-to-day local desktop support, receive and respond to inbound calls, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. You will also facilitate customer resolution for calls and engage with supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Key Responsibilities
  • Provide first/second level contact and problem resolution for customer issues.
  • Work with Third Party Vendors to remediate complex AV issues as needed.
  • Provide timely communication on issue status and resolution.
  • Maintain ticket updates for all reported incidents.
  • Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
  • Have basic knowledge of Mac operating system to support Apple PC users.
  • Install, upgrade, support, and troubleshoot for printers and computer hardware.
  • Perform general preventative maintenance tasks on computers, laptops, and printers.
  • Perform remedial repairs on Desktops, laptops, printers, and other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
  • Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork.
Requirements
  • Bachelor's Degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP) or better.
  • Minimum of 18 months years of IT experience.
  • Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
  • Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Proven ability to multi-task, effectively determine priorities, and meet SLA's.
  • Excellent communication relationship-building and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • Willing to work off-hours and weekends when required for projects or emergency support.

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