Deskside Support Technician
Sebenza LLC
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
Vacancy posted 4 days ago
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