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IT Support Specialist
2 months ago
We are looking for a dedicated Desktop Technician to deliver level 2 and desk-side assistance for various devices, including desktops, laptops, printers, scanners, and mobile devices.
This role demands a multifaceted technical professional who is both client-oriented and solution-driven, eager to gain exposure to a diverse array of tools and learning experiences.
Effective interaction with senior executives is essential, requiring a candidate who can navigate these interactions with confidence.
The successful applicant will engage in a mix of immediate troubleshooting tasks and long-term projects, showcasing advanced problem-solving abilities and innovative solutions.
Key Responsibilities
- Utilize creativity and ingenuity to devise new technical solutions and systems to meet functional goals.
- Demonstrate robust troubleshooting techniques and problem-solving capabilities.
- Provide both desk-side and remote support to technical and non-technical personnel.
- Offer premium technical assistance to executive staff across various applications, including Microsoft Office Suite, Windows, Mac, Teams, ServiceNow, and Video Conferencing tools (Zoom/WebEx).
- Maintain knowledge of popular operating systems, software applications, and remote connection technologies.
- Develop solutions for intricate technical challenges affecting multiple areas or disciplines.
- Assist with inquiries and issues, including break/fix scenarios.
- Diagnose system errors and other technical issues.
- Collaborate with other technical colleagues to resolve advanced problems.
- Create and manage tickets in ServiceNow and other project tracking systems (e.g., Azure DevOps).
- Draft, edit, and update technical documentation.
- Follow up with clients to ensure complete resolution of issues and maintain high customer satisfaction.
- Manage surplus and receiving of equipment as necessary.
- Provide training and mentorship to other staff members on troubleshooting and diagnostic techniques.
Qualifications
- Minimum of 5 years of experience in a customer-facing technical support capacity, including Service Desk/Help Desk/Desktop support.
- Proficiency with both Windows PCs and MacOS X workstations.
- Proven experience as a desktop support engineer or technician.
- Familiarity with Active Directory Management.
- Excellent verbal and written communication skills for effective interaction in person, via phone, and through email.
- Demonstrated ability to troubleshoot and resolve technical issues while creating customer-centric solutions.
- Experience with various COTS tools (Cylance and BigFix familiarity is advantageous) and the capability to quickly learn new tools.
- NIH experience is a plus.
- Knowledge of cloud environments such as Azure, AWS, and Google Cloud is beneficial.
Education
- Bachelor's degree in an IT-related field is preferred; however, an Associate's degree with 10+ years of relevant experience may be considered.
- Certifications such as Microsoft MCP, Apple ACSP, CompTIA A+/Net+ are desirable.
Location
- Remote work opportunity.
Compensation
- The salary for this position ranges from $45,765 to $80,000, with the actual offer reflecting a variety of factors, including skills, qualifications, experience, and location.
Company Overview
TISTA Science and Technology Corporation is a CMMI Maturity Level 3 organization dedicated to providing information technology and professional services to Federal and State agencies. Recognized as one of the fastest-growing private companies in the US and a top veteran-owned company, TISTA values diversity and encourages all qualified applicants to apply.
Equal Opportunity Employment
TISTA is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our workforce. We provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information.
