Deskside Specialist

mwaa; United States; On-site; USD 68,000 - 96,000; Full time

Job summary

The Metropolitan Washington Airports Authority is seeking a Deskside Specialist to provide timely IT support at DCA/IAD or MWAA Headquarters. You will troubleshoot software/hardware issues, log tickets, and work with Tier II/III teams to resolve escalations, while ensuring high customer satisfaction.

Responsibilities include installing and maintaining PCs, configuring software, and supporting ITIL-based service delivery.

Qualifications

• Three years of deskside IT experience.
• Proficient in MS Office and PC hardware.
• ITIL foundations knowledge.
• Able to use IT diagnostic utilities and provide effective support.

Responsibilities

• Provide deskside support for software, hardware, and printers.
• Create and update tickets, communicate status and resolution times.
• Troubleshoot remotely and coordinate Tier III escalation.
• Install, maintain, and repair PCs and components.
• Support software updates and ITIL processes.

Skills

Tier II support

MS Office Suite

ITIL knowledge

Deskside support

Customer service

Education

Associate's Degree in CS/MIS

A+ Certification

ITIL v3 Foundations

Microsoft Office Specialist

Tools

IT diagnostic tools

Ticketing system

Job description

Compensation Grade: S17-H Salary Range: $32.85-$45.99

Opening Date: September 8, 2026

Closing Date: September 23, 2026 Please Note: All job announcements close at 11:59 p.m. of the day before the posted closing date.

As a Deskside Specialist you will provide timely, efficient and effective technical support to resolve problems with the Airports Authority's various computers/systems.

Deskside Specialist

Serves in the IT Service Delivery Division of the Program Support and Business Relations Department in the Office of Technology at either Ronald Reagan Washington National Airport (DCA) or Washington Dulles International Airport (DCA), or at the Headquarters Office.

GENERAL RESPONSIBILITIES

• Provides assistance calls for software, hardware, application problems, telephone problems, and installation support from users at DCA, IAD, Dulles Toll Road, and Dulles Corridor Metrorail Project.
• Creates request tickets, enters user and problem information into the Division's ticket tracking system, documenting problem information. Conveys ticket status and expected resolution timeframe to the user.
• Works with users to troubleshoot reported problem(s); works remotely using Tier II remote troubleshooting/diagnostics or remote access software.
• Elevates more complex problems to staff qualified to handle Tier III problems and keeps Supervisor informed; coordinates resolution of problems requiring "deskside" attention.
• Provides deskside installation, maintenance, and repair for PCs and components including configuration management services; assists the Desktop Engineer in configuring computers.
• Supports implementation of new standard software or updates to software as adopted.
• Practices Total Contact Ownership on all assigned problems/installations working to ensure a high degree of customer satisfaction.
• Ensures closeout of tickets and that the user has been sent a service evaluation to complete.
• Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices.
• Performs other duties as assigned.

QUALIFICATIONS

• Three years of progressively responsible experience in IT deskside service delivery that includes providing hands-on IT problem resolution (including break/fix and asset refresh activities) in a high volume customer service environment.
• Knowledge of and the ability to provide associated Tier II support and service resolution for MS Office Suite and software (Word, Excel, Outlook, Access, PowerPoint), IBM PC and PC-clone computers/operating systems, and personal and network printers, scanners, and other IT related equipment.
• Knowledge of ITIL foundations as related to providing Tier II deskside support.
• Knowledge of and skill in using a range of IT diagnostic utilities in Tier II service resolution.
• Knowledge of ITIL IT Service Management industry service levels and IT Service Management concepts and ability to provide excellent technical/non-technical support with outstanding customer service.
• Ability to analyze data and information and resolve problems and make recommendations.
• Ability to speak and write effectively.

PREFERRED QUALIFICATIONS

• Associate's Degree in Computer Science, Telecommunications, or Management Information Systems (MIS).
• Certification in A+.
• Certification in ITIL v3 Foundations.
• Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint).

EDUCATION

A high school diploma or a Certificate of General Educational Development (GED).

CERTIFICATIONS AND LICENSES REQUIRED

• A state driver's license in good standing.
• Certification in A+ from CompTIA within 180 days of hire, promotion, or placement in the job.
• Certification in ITIL v3 Foundations from AXELOS or another accredited organization within 180 days of hire, promotion, or placement in the job.
• Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) within 180 days of hire, promotion or placement in the job.

NECESSARY SPECIAL FACTORS

• The assigned work location is not permanent and will likely change over time based on operational needs. Must be open to location rotation and reassignment.
• Must be able to work a standard on-call rotation, a varied schedule of days, and outside of the normal 8 am-5 pm business hours, for scheduled and emergency maintenance and/or upgrades.
• May be assigned to Monday through Friday, 4:00 PM to midnight shift.
• Subject to shift holdovers and recall on a 24-hour basis, for essential services and emergencies, including night hours and weekends.
• Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, teamwork, customer service, and