Deskside Support Specialist
vTech Solution
Job Summary:
The Deskside Support Specialist Journeyman provides onsite Tier 1 and Tier 2 technical support for government employees by installing, configuring, and troubleshooting Windows and Apple desktops, laptops, tablets, and mobile devices. This role involves both deskside and remote support, requiring collaboration with engineers and developers to resolve complex issues and delivering excellent customer service. Regular local travel is required to support various government locations. Responsibilities:
- Install, configure, and support Windows and Apple desktops, laptops, tablets, and mobile devices.
- Provide deskside and remote support using designated ITSM tools.
- Accurately track all service requests, incidents, and change requests in the ITSM platform.
- Troubleshoot hardware, software, network, and Office 365 issues including SharePoint, OneDrive, OneNote, and Teams.
- Collaborate with engineers and developers to resolve desktop, network, and application-layer issues.
- Support Active Directory tasks such as password resets and account unlocks.
- Deliver strong customer service, simplifying complex technical concepts for non-technical users.
- Bachelor's degree in IT or related field, or equivalent experience (10 years).
- 6 years of experience installing and configuring Windows and Apple desktop endpoints, laptops, and tablets.
- 6 years of experience tracking service requests and incidents in an ITSM platform.
- 6 years of providing remote and deskside desktop support.
- 6 years collaborating with engineers and developers on cross-layer troubleshooting.
- 3 years of strong customer service and IT administrative support experience.
- 3 years of hardware and complex software troubleshooting expertise.
- 3 years proficiency with the Office 365 suite.
- 2 years' experience with Active Directory.
- CompTIA A+, Network+, or Security+ certification.
- Experience supporting government or large enterprise environments.
- Knowledge of ITIL practices.
- Regular travel around the local area is required to support multiple government locations.
- Work is performed onsite in Washington, DC.
- Onsite work schedule based in Washington, DC.
Vacancy posted 2 days ago
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