Desktop Support Specialist

2 days 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 of escalated support requests and ensure timely resolution. Additionally, you will provide professional technical support via face-to-face interaction, chat, email, and telephone. You will be involved in identifying, researching, deploying, and resolving issues related to our end-user desktop and A/V environment. You will also mentor other technicians and help build their skill sets.

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. Troubleshoot and remediate level 2 and 3 support issues, including desktop, laptop, mobile devices, and A/V equipment.
  2. Ensure all ARC laptops, desktops, tablets, and mobile devices are configured as per ARC's security standards. Work with the networking and security teams to monitor daily, weekly, and monthly audit reports regarding missing and/or outdated security software and remediate as needed.
  3. Monitor, build, and run reports in ServiceNow, ARC's help desk ticketing system, and respond in a timely manner 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. Audit inventory management and documentation on a scheduled basis. Employ best practices to maintain our technical facilities to the highest standard.
  5. Execute and assist in the planning, deployment, maintenance, upgrade, and support of infrastructure and business systems, and its associated hardware and software. Assist with new projects and perform other tasks as assigned.
  6. Work directly with other teams to resolve complex issues, remediate security vulnerabilities, and complete projects. Resolve escalated issues. Record events and problems and their resolution in logs. Mentor other technicians.
  7. 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.
  • MCSA/E, CCENT or other Cisco certifications are desirable.
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.

What We Offer:
  • Join a team that is motivated, diverse, creative, collaborative, and solutions-oriented.
  • Opportunities for hands-on learning and professional development to expand your skills and grow your career in new, dynamic ways.
  • A highly competitive, comprehensive benefits package.
  • The chance to partner with top minds in the industry as we use data and technology to innovate how the world travels.

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