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

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Vacancy posted 1 day ago

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