Deskside IT Technician — Tier II Support & On-Call

Metropolitan Washington Airports Authority

Virginia (MN)

On-site

USD 45,000 - 63,000

Full time

5 days ago

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Benefits offered by this job

Medical, dental, and vision coverage

Pension/retirement plans

Training and development opportunities

Job summary

Metropolitan Washington Airports Authority is seeking a Deskside Specialist to provide timely IT support at Ronald Reagan National Airport, Dulles, or HQ. You will handle desktop, laptop, and printer issues, document incidents, and coordinate resolutions, with tiered support escalation as needed.

The role requires ITIL familiarity, MS Office proficiency, and strong customer service. Expect a rotating on-call schedule, with possible evening shifts and travel between airport locations within the

Qualifications

Three years of progressively responsible experience in IT deskside service delivery in a high-volume customer service environment.
Knowledge of MS Office Suite, PC hardware, printers, scanners, and related IT equipment.
Knowledge of ITIL foundations related to Tier II deskside support.
Ability to analyze data and information and resolve problems; good written and verbal communication.

Responsibilities

Responds to service requests from users to resolve desktop, laptop, print, telephone, and hardware problems.
Creates tickets and documents problem information in the ticketing system.
Communicates ticket status and estimated resolution time to users.
Troubleshoots problems remotely using Tier II remote troubleshooting/diagnostics or remote access software.
Elevates complex problems to Tier III staff and coordinates deskside resolutions.