Desktop Support Specialist

4 days ago

Washington, Washington, D.C., United States GovCIO Full time
Job Title: Desktop Support Specialist

GovCIO is seeking a skilled Desktop Support Specialist to join our team. This is a full-time, on-site position located in Washington D.C.

Job Summary

The Desktop Support Specialist will provide technical support and maintenance for our organization's desktop computing environment. This includes installing, diagnosing, and maintaining desktop equipment, network printers, software applications, and mobile devices to ensure optimal performance.

Responsibilities
  • Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems.
  • Provide deskside assistance to resolve technology issues.
  • Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries.
  • Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs.
  • Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff.
  • Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues.
  • Must know when to escalate issues not resolved at this level to management.
  • Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention.
  • Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels.
  • Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems.
  • Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs.
  • Possess excellent presentation, and verbal and written communication skills.
  • Provide technology refresh support as needed.
  • All other tasks as assigned.
Qualifications
  • High School with 3 – 6 years (commensurate experience).
  • Minimum 3 years experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software.
  • Minimum 3 years experience supporting Windows 10/11, Microsoft 365, and using Active Directory in a corporate domain environment.
  • Strong interpersonal skills required.
  • Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously.
  • Must be able to work independently and be self-motivated.
  • Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure.
  • Ability to communicate professionally, both orally and in writing, with customers, vendors, management, and coworkers is crucial.
  • Moderately heavy lifting (computers, monitors, network printers, etc.) is required.
  • Clearance Required: Must be able to acquire an EPA Public Trust.
Work Environment

This job is 100% on-site at a customer site and is performed indoors in an office setting.

This position requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as climb under/around cubicles, desks, and offices for cable management.

Desired Qualifications
  • CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician.
  • Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus.
  • Experience supporting audio/video and video teleconferencing equipment a plus.
About GovCIO

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

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