Desktop Support Specialist

3 days ago

Washington, United States KeenLogic Full time

KeenLogic is seeking to hire a Desktop Support Specialist in 1 of 3 locations in Washington, DC. This is a full-time on-site position offering Fortune 500 level health benefits, PTO, 401k, Life Insurance, and monthly reimbursement for travel.


The ideal candidate will have 4+ years of experience with Desktop Support and will be familiar with Windows, Active Directory, Troubleshooting, Imaging/Reimaging, SCCM, Analyzing, Diagnosing, and resolving hardware, software, and network problems.


Job Duties and Responsibilities:

  • Responsible for direct interaction with end user customers and technical support to resolve computer, printer, application, network, and internet issues.
  • Troubleshoot and diagnose hardware, software and connectivity issues for end users as well as reporting all hardware, software, and network problems
  • Work with other team members to roll-out hardware and software upgrades; test/implement new equipment and services
  • Diagnose equipment hardware problems for repair or replacement
  • Analyze and resolve PC hardware, software, system access, network, and other technical issues
  • Follow up with customer to ensure problems are resolved successfully/satisfactorily
  • Perform end user operation/procedure training and/or documentation
  • Track/document issues and escalate if appropriate
  • Be able to multi-task with heavy caseload and respond to user requests in a timely fashion
  • Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure accurate communication at all times ensuring customer is aware of incident activity, updates, and closure
  • Perform imaging and reimaging of desktop computers to ensure standardized configurations and smooth deployment of new systems and software
  • Utilize System Center Configuration Manager (SCCM) to deploy, manage, and maintain desktop systems, ensuring efficient software distribution and updates
  • Troubleshoot and diagnose hardware, software and connectivity issues for end users as well as reporting all hardware, software, and network problems.
  • Work with other team members to roll-out hardware and software upgrades; test/implement new equipment and services.
  • Diagnose equipment hardware problems for repair or replacement.
  • Analyze and resolve PC hardware, software, system access, network, and other technical issues.
  • Follow up with customer to ensure problems are resolved successfully/satisfactorily.
  • Perform end user operation/procedure training and/or documentation.
  • Track/document issues and escalate if appropriate.
  • Be able to multi-task with heavy caseload and respond to user requests in a timely fashion.
  • Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure accurate communication at all times ensuring customer is aware of incident activity, updates, and closure.


Requirements/Experience:

  • Exceptional customer service support and interpersonal skills are required as well as excellent telephone etiquette.
  • Active Secret Clearance Required
  • Degree in Computer Science (preferred)
  • 4+ years of Desktop Support Experience (Troubleshoot, diagnose hardware, software network, analyzing and resolving PC software/ hardware, imaging/reimaging, etc.)
  • Knowledge of Windows Operating Systems
  • 1-2 years of Desktop Support Experience (Troubleshoot, diagnose hardware, software network problems, analyzing and resolving PC software/ hardware etc.)
  • Knowledge of Windows Operating Systems.
  • Knowledge on Active Directory
  • Knowledge of Local Area Networks (LAN)).
  • Knowledge of SCCM
  • Able to work independently, take responsibility with initiative and problem solving
  • Ability to work a flexible schedule and extended work hours as required based on current projects.
  • Excellent written/spoken communication skills

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