Desktop Support Expert

19 hours ago

Riverdale Park, Maryland, United States IT Concepts Full time
Job Description

IT Concepts is seeking a highly skilled Desktop Support Subject Matter Expert to provide third-level support for the agency-developed Microsoft Windows desktop environment.

The ideal candidate will assist in maintaining the desktop image for workstations, laptops, and tablets, as well as collaborate with technicians in troubleshooting and testing configuration issues.

Responsibilities:
  • Maintain and support the current operating system and agency-developed desktop image for Microsoft Windows workstations, laptops, and tablets.
  • Provide third-level support for problem records submitted in the Change, Asset, and Problem Reporting System (CAPRS) or ServiceNow by end-users and representatives.
  • Assist in testing and troubleshooting image development and configuration issues as assigned.
  • Participate in problem management reporting, resolution, and documentation within CAPRS or ServiceNow for the desktop environment.
  • Monitor and manage the queue of problem tickets assigned via CAPRS or ServiceNow, ensuring timely resolution.
  • Document all steps taken to resolve problems in the CAPRS or ServiceNow records daily.
  • Conduct technical reviews of application and configuration changes through the DIET Change Control Board (CCB) process.
  • Test required application and configuration changes for the desktop image as assigned by the DIET CCB process.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • Minimum of 8 years of experience in related fields.
  • Proven experience with the Change, Asset, and Problem Reporting System (CAPRS), ServiceNow or similar ticketing systems.
  • Strong troubleshooting and problem-solving skills related to desktop environments.
  • Experience in image development and configuration for Microsoft Windows operating systems.
  • Familiarity with the DIET Change Control Board (CCB) process and documentation requirements.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Willingness to travel as needed.
Clearance Requirements:

Must be able to obtain and maintain a Public Trust clearance.

Preferred Qualifications:
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
Benefits:

IT Concepts offers a competitive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan with company matching.

We also offer education reimbursement for certifications, degrees, or professional development, and a flexible work environment that allows for work-life balance.

IT Concepts is an equal opportunity employer and welcomes applications from diverse candidates.

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