IT Support Specialist

2 weeks ago

Rockville, Maryland, United States TISTA Science and Technology Full time
Position Overview


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 technology.

This role demands a multifaceted technical professional who is both client-oriented and solution-driven, eager to engage with a range of tools and learning experiences.

Effective interaction with senior executives is essential, showcasing advanced problem-solving abilities and innovative solutions.


The successful candidate will be tasked with supporting a wide array of IT projects, encompassing laptop and desktop hardware, workstation imaging, videoconferencing tools, MS Office/Office365, BigFix, and other commercial off-the-shelf (COTS) products.

Collaboration with fellow technology team members and independent work will be crucial, maintaining clear communication with team members and leadership.


Key Responsibilities

  • Utilize creativity and technical ingenuity to devise new solutions and systems to meet functional goals.
  • Exhibit strong troubleshooting techniques and problem-solving capabilities.
  • Deliver desk-side and phone support to both technical and non-technical personnel.
  • Provide exceptional technical support to executive staff for various applications, including Microsoft Office Suite, Windows, Mac, Teams, ServiceNow, and videoconferencing tools (Zoom/WebEx).
  • Possess knowledge of popular operating systems, software applications, and remote connection systems.
  • Develop solutions for complex technical challenges affecting multiple areas or disciplines.
  • Assist with inquiries and problems, addressing break/fix issues.
  • Diagnose system errors and other technical problems.
  • Collaborate with technical peers to resolve advanced issues.
  • Create and manage tickets in ServiceNow and other tracking tools (Azure DevOps, etc.).
  • Draft, edit, and update technical documentation.
  • Follow up with clients to ensure complete resolution of issues and maintain high customer satisfaction.
  • Handle surplus/receiving and minor transportation of equipment as necessary.
  • Train and mentor team members on troubleshooting and diagnostics.

Qualifications

  • 5+ years of experience in a customer-facing technical support role, including Service Desk, Help Desk, or Desktop support.
  • Familiarity with both Windows PCs and MacOS X workstations.
  • Proven experience as a desktop support engineer or technician.
  • Experience with Active Directory Management.
  • Excellent written and verbal communication skills for effective interaction in person, over the phone, and via email.
  • Demonstrated ability to troubleshoot and resolve technical issues, providing customer-centric solutions.
  • Experience with various COTS tools (Cylance and BigFix knowledge is a plus) and a quick learning ability for new tools.
  • NIH experience is a plus.
  • Familiarity with cloud environments such as Azure, AWS, and Google Cloud is advantageous.

Education

  • Bachelor's degree in an IT-related field is preferred, but an Associate's degree with 10+ years of relevant experience will be considered.
  • Certifications such as Microsoft MCP, Apple ACSP, CompTIA A+/Net+ are desirable.

Location
Remote

Compensation
The salary for this position ranges from $45,765 to $80,000, with offers considering a wide range of factors, including skills, qualifications, experience, and location. Additional compensation forms, such as bonuses, may be available for certain positions.

Company Overview
TISTA Science and Technology Corporation, a CMMI Maturity Level 3 organization, specializes in delivering IT and professional services to Federal and State agencies. Recognized as one of the fastest-growing private companies in the US, TISTA values diversity and encourages all qualified applicants to apply.

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