Desktop Support Specialist

4 days ago

Reston, Virginia, United States Tentek, Inc. Full time
Job Summary

We are seeking a highly skilled Desktop Support Technician to join our team at TenTek, Inc. The successful candidate will be responsible for providing technical support to our clients, resolving technical issues with operating systems, hardware, software, and network connectivity.

Key Responsibilities:

  • Resolve technical issues with operating systems, hardware, software, and network connectivity.
  • Provide technical support to clients, answering their technology questions and providing general information regarding departmental computing policies and service agreements.
  • Install, configure, and troubleshoot desktops, laptops, printers, multifunctional copier/scanners, mobile devices, and other devices as required.
  • Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.
  • Provide support for Office 365 tools and communicate best practices for use of all core business services.
  • Minimum of 4 years' experience providing end-user support for MAC OSX and Microsoft OS with at least basic understanding of network infrastructure.
  • Experience troubleshooting MAC OSX via GUI and terminal, common MAC applications and Apple hardware platforms.
  • Ensure that all devices meet our security standards regarding encryption, management, and protection prior to connecting them to the network.
  • Manage all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner while providing global support for Sony Corporation of America.
  • Provide clear ownership, resolution of incidents assigned by the team to agreed SLA's and SOP's.
  • Collaborate with other teams to help identify root causes of problems and provides feedback to improve processes and technologies.
  • Provide project-based support on desktop applications, including updates, rollouts, and customizations and integrations relating to the desktop.
  • Maintain inventory and update asset management system.
  • Contributor for adding knowledge articles for project rollouts and business services.

Requirements:

  • Bachelor's Degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.
  • ITIL V3 Certification preferred.
  • Minimum 2 years of hands-on IT experience (Azure, AD, O365, Windows 10, DNS/DHCP)
  • Prior experience working in customer service environment, support center or desktop support.
  • Excellent computer and customer service and desktop skills with tact in dealing with demanding customers.
  • Experience with standard imaging on MAC Desktops and knowledgeable in quarterly OS testing.
  • Ability to plan and prioritize work while responding to rapidly changing priorities.
  • Experience with an IT Service Management ticketing system.
  • Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.
  • Knowledge using remote management tools that include a Citrix environment using VDI's.
  • Strong written and oral communication skills.
  • Team player who enjoys working collaboratively as part of a team as well as working independently to produce results.
  • Professional appearance, punctuality and a sense of urgency is required.
  • Able to interact with clients and colleagues at all organizational levels.

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