Desktop Support Specialist

4 weeks ago

Reston, Virginia, United States Tentek, Inc. Full time
Job Summary

We are seeking a highly skilled Desktop Support Technician to join our team at TenTek, Inc. The successful candidate will be responsible for providing technical support and assistance to end-users, troubleshooting hardware and software issues, and ensuring that all devices meet our security standards.

Key Responsibilities

  • Resolve technical issues with operating systems, hardware, software, and network connectivity.
  • Provide technical support and assistance to end-users, including answering technical questions and providing general information regarding departmental computing policies and service agreements.
  • Install, configure, and troubleshoot desktops, laptops, printers, multifunctional copier/scanners, mobile devices, and other devices as required.
  • Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.
  • Provide support for Office 365 tools and communicate best practices for use of all core business services.
  • Manage all assigned work using ticketing system and log all activities and case updates in a timely and detailed manner.
  • Collaborate with other teams to help identify root causes of problems and provide feedback to improve processes and technologies.
  • Provide project-based support on desktop applications, including updates, rollouts, and customizations and integrations relating to the desktop.

Requirements

  • Bachelor's Degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.
  • ITIL V3 Certification preferred.
  • Minimum 2 years of hands-on IT experience (Azure, AD, O365, Windows 10, DNS/DHCP).
  • Prior experience working in customer service environment, support center or desktop support.
  • Excellent computer and customer service and desktop skills with tact in dealing with demanding customers.
  • Experience with standard imaging on MAC Desktops and knowledgeable in quarterly OS testing.
  • Ability to plan and prioritize work while responding to rapidly changing priorities.
  • Experience with an IT Service Management ticketing system.
  • Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.
  • Knowledge using remote management tools that include a Citrix environment using VDI's.
  • Strong written and oral communication skills.
  • Team player who enjoys working collaboratively as part of a team as well as working independently to produce results.
  • Professional appearance, punctuality and a sense of urgency is required.
  • Able to interact with clients and colleagues at all organizational levels.

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