Desktop Support Technician | Onsite DC | Eligible for Public Trust

Provides desktop and remote technical support to users on end user hardware. Troubleshoots laptop/desktop PC problems. Responds and follows-up on customer support problems, p rovides timely and professional Desktop support to users. You will be interfacing with users, therefore you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.
Job Responsibilities:
Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals
Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software
Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals.
Provide end-user software troubleshooting and support ; daily maintenance and incident/problem resolution for escalation of desktop support related issues
Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Connects and configures IT devices to use computer networks
Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates
Provides software support for users applications, including basic to advanced software operations and general use of computers and peripherals
Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management
Provides virtual/remote assistance sessions with Bomgar and Apple Remote Desktop
Develops end-user documentation and instructions
Document all user requests and actions taken in ServiceNOW ticketing system.
Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction
Ability to work well under pressure and to meet deadlines as needed
Re-images desktops and laptops, as needed, and deploys new equipment to end users
Participate in special projects as required
Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals
Follows set policies and procedures when assisting clients to ensure proper handling of requests
Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support
Maintains a professional attitude and appearance providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed
Supports continuous improvement in the process and quality of the operations
Provide support for escalated issues from help desk analysts
Qualifications:
Education: Associates Degree with 1+ year of IT experience or 3+ years IT experience in lieu of degree
Required:
3+ years of technical support experience in current desktop and laptop computers, various operating systems to include one or more of the following; Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite
Experience using ticketing system (preferably ServiceNOW)
Strong customer service and end user equipment support skills
Strong written and oral communications
Required Certifications:
HDI
ITIL foundations certification or ability to obtain certification within 3 months
Desired certifications:
Apple Certified Support Professional
Microsoft Certification for Windows 10
A+
CompTIA Security+
CompTIA Network+

#J-18808-Ljbffr