Deskside Specialist

Metropolitan Washington Airports Authority; Virginia (MN); On-site; USD 45,000 - 63,000; Full time

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.

Skills

Deskside support

MS Office

ITIL

Customer service

Troubleshooting

Remote support

Ticketing systems

Education

Associate’s Degree in Computer Science/Telecommunications/MIS

High school diploma or GED

A+ Certification

ITIL v3 Foundations

Microsoft Office Specialist

Tools

MS Office Suite

Remote access software

IT diagnostic utilities

PC hardware tools

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. Responds to service requests from users to resolve desktop, laptop, print, telephone, and hardware problems; enterprise application problems/accessibility issues; desktop engineering initiatives; and/or other advanced queries. Performs related functions.

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 other factors.
• Certifications must be maintained.

WHAT WE OFFER

A career with the Airports Authority comes with more than just a paycheck; it offers a comprehensive benefits package designed to support you and your family’s health, financial security, and professional growth. Benefits include medical, dental, and vision coverage; well-being resources; health savings and flexible spending accounts; pension and retirement plans; and ongoing training and development opportunities. Discover more about our benefits package here. A background security investigation will be required for all new hires. Metropolitan Washington Airports Authority is an Equal Opportunity Employer.

MUTUAL RESPECT…INTEGRITY…PRIDE… COLLABORATION

• MUTUAL RESPECT
• INTEGRITY
• PRIDE
• COLLABORATION