Deskside Support Technician

7 days ago

Washington, Washington, D.C., United States Sebenza Full time

 Sebenza LLC is a woman owned small business operating out of Tysons' Corner VA. We currently have an opening for a Systems Administrator to support our client in the DMV area.  We currently have an opening for a Desktop Engineer to support our contract in Washington, DC.

The following are the required tasks that are expected for this position; other duties may be required as they are assigned.

  • Provide Tier 1 & 2 desktop user support
  • Onsite role, deskside support technician L2
  • Drive high level of customer service and satisfaction.
  • Manage incident and service request queues to ensure SLAs are met.
  • Deploy IT assets to office-based users and coordinate courier/shipping for remote users
  • Provide hands on resolution of 1st to 3rd line software and hardware incidents where required.
  • Work with offshore capabilities to deliver efficient and effective service.
  • Manage IT hardware inventory.
  • Track and manage IT assets in asset management system.
  • Fulfill service requests for varied IT equipment.
  • Drive compliance to internal and external processes and standards
  • Baseline desktop support (Windows 7 & Windows 10) and the Microsoft Office Suite.
  • Perform network printer/Multi-Function Device installs, upgrades & problem diagnosis.
  • Install workstation software and hardware- locally and via remote.
  • Diagnose and resolve LAN configuration problems.
  • Evaluate and diagnose cabling, software, and hardware problems.
  • Install and support of telecommunications hardware.
  • Basic LAN troubleshooting skills/tools – TCP/IP, Trace-route, NBSTAT, PING, or other duties as assigned
  • Email User support
  • Data backup and restoration
  • Provide technical support for webcast/video teleconferences
  • Security patches and software upgrade surge support
  • Support technology upgrades – both hardware and software.
  • Provide problem tracking support (CA ServiceDesk) – end-user desktop/server support.
  • Perform field office visits.
  • Perform root cause analysis.
  • Perform desktop/server decommissioning.
  • Documentation of standard IT processes and procedures.

Required skills:

  • 5 to 7 years of experience
  • Microsoft 365/Office 365 cloud infrastructures
  • IT asset management
  • Windows 10/11 client OS and native windows application and tools
  • Relevant Microsoft Certifications
  • 100% Onsite
JOB CODE: 291

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