11yrs Customer Support Senior Onsite

GoIntellects Inc.; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

GoIntellects Inc. seeks a Customer Support Senior to provide onsite desktop and mobile IT support for Washington, DC government staff. You will install, configure, and maintain desktops, laptops, and mobile devices, ensuring security compliance and proper app setup.

You will address issues in Microsoft 365, Adobe, Teams, and OneDrive, respond to calls and emails, and document resolutions. Strong communication and asset management are essential for this role.

Qualifications

• Bachelor’s degree in IT or related field (preferred).
• 10 years’ experience in computer support and device deployment (preferred).
• Experience supporting Windows-based environments and collaboration tools.

Responsibilities

• Provide technical assistance to users in a Windows environment.
• Configure and deploy desktops, laptops, and software for staff.
• Deploy mobile devices with enrollment and security setup.
• Resolve issues with Microsoft 365, Adobe, email, Teams, and OneDrive.
• Respond to calls, emails, and requests for desktop/mobile support.
• Document and track reported issues to ensure timely resolution.
• Support printers and copiers, including consumables replacement.
• Assist with Cisco Webex/Teams meeting setup and connectivity.
• Support peripherals like keyboards, mice, scanners, and headsets.
• Maintain asset management for devices and lifecycle status.
• Read manuals; use diagnostic tools for hardware/software issues.
• Communicate status updates and report on progress and resolutions.
• Participate in system upgrades and new hardware/software deployments.
• Provide accurate answers to general computing questions promptly.

Skills

Customer service

Desktop support

Communication

Education

Bachelor’s degree in IT or related field

Tools

Microsoft 365

Microsoft Teams

OneDrive

Webex

Cisco conference room tech

Printer & copier support

Job description

Role

Customer Support Senior

Location

Washington, DC

Client

DC Government (Onsite)

Job Description

Responsibilities

• Provides technical assistance to computer system users in a Windows-based environment.
• Configures, prepares, and deploys new desktop and laptop computers for staff, including installation of required software and security tools.
• Deploys and configures mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
• Identifies, researches, and resolves software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
• Responds to telephone calls, emails, and personnel requests for desktop and mobile device support.
• Documents, tracks, and monitors reported issues to ensure timely and complete resolution.
• Provides support for printing devices, including installation of printers, troubleshooting printing issues, and replacement of consumables.
• Provides support for office copier machines, including installation of print queue troubleshooting copier issues, and replacement of consumables.
• Assists users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
• Provides support for various computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
• Answers questions and resolves computer problems for clients in person, via telephone, or through remote support tools.
• Follows procedures and maintains inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
• Reads and interprets technical manuals and documentation to support troubleshooting and system maintenance.
• Utilizes diagnostic tools and reference materials to assist in resolving hardware and software issues.
• Maintains knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
• Communicates clearly and effectively with end users and IT team members.
• Assists with coordination and implementation of system upgrades, patches, and new hardware/software deployments.
• Provides accurate and complete answers to general computing and administrative questions in a timely manner.
• Implements and supports shared software, including operating systems, configuration management tools, and standard enterprise software applications.
• Communicates status updates clearly and provides timely reporting on work activities, task progress, and issue resolution.

Job Type

Full‑time

Experience

• Bachelor’s degree in IT or related field or equivalent : 4 years (Preferred)
• Support to computer system users by telephone, email, etc. : 10 years (Preferred)
• Maintain personal computers, systems, and printers : 10 years (Preferred)
• Install, troubleshoot computer operating systems and software : 10 years (Preferred)