Desktop Support Specialist

TriTech Enterprise Systems, Inc.; Washington (District of Columbia); On-site; USD 39,000 - 47,000; Part time

Job summary

TriTech Enterprise Systems Inc. in Washington, DC, is seeking an on-site Desktop Support Specialist for up to 20 hours per week to assist government staff and contractors.

You will resolve incidents by phone, email, live chat, and in-person visits, support Windows 10/11, Mac, and printers, and document progress in ServiceNow and related tools. This part-time role requires strong customer service and problem-solving skills.

Qualifications

• IT certifications required.
• Experience supporting laptops, desktops, and tablets.
• Proficiency with Windows 10/11 and Mac systems.
• Experience with MS Office applications and print services.

Responsibilities

• Aid customers with technical problems for desktops, laptops, printers, and print services.
• Troubleshoot issues via phone, live chat, or on-site visits.
• Provide guidance offsite and onsite to rectify problems.
• Install and maintain software for agency computing platforms and print services.

Skills

IT Certifications

Hardware support

Windows 10/11

Mac support

MS Office 2013/2016/O365

Copier/Printer support

Tools

ServiceNow

Secure print software

Job description

*** This is a part-time position (20 hours a week: M-F, usually 9 to 2 or 10 to 2)

*** 100 percent on-site position in Washington, DC

TriTech Enterprise Systems Inc. (TriTech) is seeking an on-site 'Desktop Support Specialist' to provide line support to all employees and contractors within the DC Government General Services Administration (DGS). The Desktop Support Specialist (DSS) is responsible for resolving support incidents and requests, as well as meeting customer satisfaction targets and continuous service delivery requirements.

The DSS will work in a dynamic, fast-paced environment providing service over the phone, e-mail, instant message, and in person. The DSS will work as part of a team to support up to 500 end users. This is a part-time position for up to 20 hours per week.

Roles and Responsibilities:

• Aid customers who experience technical problems. Most commonly, desktop computers (Microsoft and Mac), laptops, tablets, desktop printers, and print services support
• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat, or as part of an on-site visit
• If offsite, talking customers through a troubleshooting process and working together to rectify problems
• Implement effective IT solutions for customers and employees concerning basic desktop support and print services
• Record events and update statuses in an identified database, such as Service Now, e-mail, and possibly QuickBase
• Installation and maintenance of computer software for all agency-computing platforms, such as MS Office, Adobe, MS Project, and MS Visio
• Ensures proper security and network operations for the agency as it pertains to McAfee only
• Ensures the installation and maintenance of print services, secure print software
• Performs quality assurance reviews of print services and secure print software
• Participates in the preparation, with the vendor, of print services, secure print software training materials for DGS employees.
• Map users to printers or print services, secure print solution
• Manually map users to network drives
• Organizes and conducts appropriate training meetings when appropriate
• Support all printers and scanners
• Identify basic technology-based problems and their root causes; take responsibility for timely troubleshooting and resolution using proven tools, resources, and approved processes
• Provide secure print training to DGS end users

Required Skills/ Level of Experience:

• IT Certifications
• Laptops, desktops, and tablet hardware support
• Windows 10 & 11/Macs
• MS Office 2013, 2016, O365
• Copier and desktop printer support

TriTech is an Equal Opportunity Employer!!!