Desktop Support Technician

Sira Consulting, an Inc 5000 company; Hopewell (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Sira Consulting seeks an experienced Deskside Field Support specialist for onsite service at Hopewell, VA and nearby locations. You will install, image, and configure desktops, laptops, tablets, and peripherals while maintaining strong customer service and ticketing discipline.

Responsibilities include imaging Windows OS, Active Directory and GPO tasks, printer and device support, and after-hours on-call as needed. Onsite work only.

Qualifications

• Relevant Experience: 3 Years minimum.
• Certifications: A+ Hardware, Microsoft (preferred), ITIL (Preferred), CCNA (preferred).
• Tools: Windows OS, MS Office, O365, Mac OS (preferred).
• Ticketing: ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management).
• Excellent communication – reading, writing, speaking.

Responsibilities

• Provide on-site deskside IT support at Hopewell, VA site and nearby locations.
• Imaging and reimaging Windows OS on desktops, laptops, and tablets.
• Set up and configure PC equipment for end-users; handle peripherals and phones.
• Operate and document ticket progress in ServiceNow; ensure user satisfaction.
• Travel to nearby sites as needed; participate in after-hours on-call as required.

Skills

On-Call Support

Travel readiness

Office-based work

Imaging Windows systems

Peripherals handling

Remote desktop

Imaging utilities (Ghost, SCCM)

PC setup & delivery

Wireless device support

Active Directory

GPO

Windows OS proficiency

Printer support

Customer service

Troubleshooting

Tools

ServiceNow

Ghost/SCCM

Active Directory tools

Job description

Role- Deskside Field Support-

Location- Hopewell, VA/Greensboro, NC/Holland, MI

(onsite)

Role- Deskside Field Support-

Location- Hopewell, VA/Greensboro, NC/Holland, MI

(onsite)

Contact Role & Onsite Role

Relevant Experience : 3 Years minimum

Certification : A+ Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)

Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,

Video Conference Rooms Devices (Audio & Video)

Tools : Windows OS, MS Office, O365, Mac OS (preferred)

Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)

Others : Excellent Communication – soft skills (read, write & speak)

Skillset

• Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity. (Overtime will be taken care).
• Travel to the Near By Site in case of a need (Mileage will be taken care).
• Work from Office on Daily (No WFH)
• Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
• Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops
• Ability to move/lift/carry up 50 lbs of weight
• Safely move equipment point to point using wheeled carts and vehicles
• IMACD & Asset Inventory experience
• Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
• Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
• Ability to use remote desktop connectivity applications
• Working knowledge of imaging utilities such as Ghost, SCCM, etc
• Delivery and setup of PC equipment to end-users.
• Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
• Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)
• Demonstrated proficiency in Microsoft OS and Microsoft application.
• Demonstrated proficiency for installation of desktop software and troubleshoot
• Working knowledge of Microsoft Active Directory and GPO
• Strong customer service skills
• Strong troubleshooting skills
• Significant, demonstrated experience with Microsoft Windows operating systems
• Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 98
• Servers: 2012, 2008 r2, 2008, 2003, 2000
• Functionally capable with Apple OS X
• Advanced troubleshooting skills with hard drive encryption software

Advanced Level Skills In The Microsoft Office Suite

• Word, Excel, PowerPoint, Outlook configuration issues with Exchange
• Strong client-side remote access troubleshooting skills
• Demonstrate strong skills supporting printers in an enterprise environment
• Advanced knowledge of client-side management tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
• Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
• Strong software installation and support skills