Desktop Support Technician

AAC Inc; Rockville (MD); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Desktop Support Specialist to provide Tier 2 support for a variety of end-user technologies. This role involves troubleshooting and resolving issues with operating systems, standard applications, and peripherals. The ideal candidate will have a strong background in Windows and MacOS environments, along with experience in system imaging and deployment. Join a team that values customer service and technical expertise, where your contributions will directly impact user satisfaction and operational efficiency.

Qualifications

• 3+ years of Desktop Support experience required.
• Experience imaging new systems and system deployment.

Responsibilities

• Provides Tier 2 desktop support to users via telephone, deskside, and remote.
• Documents, tracks, resolves, and reports on incidents using ServiceNow.

Skills

Desktop Support

Windows 10/11

MacOS

Microsoft Office Suite

ServiceNow

Active Directory

Customer Service

Education

High School Diploma/GED

AA or BS in relevant field

Tools

ServiceNow

PCs and Laptops

Smartphones

Job description

Provides Tier 2 desktop support (telephone, deskside, remote) to users in HW, operating systems (Windows and MacOS), email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, HW, and peripherals. Provisions and de-provisions equipment and accounts in support of end user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has advanced technical skills and knowledge of the technical environment regarding applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Skills

Required Experience

• Requires a high school diploma/GED and 3+ years of Desktop Support experience.
• Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Must have experience imaging new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (Windows 10/11, MacOS), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.
• Must have demonstrated experience supporting a Windows 10/11 environment; MacOS experience is highly desired.
• ITSM ticketing system experience required; ServiceNow experience is preferred.
• Demonstrated ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team.
• Relevant certifications such as Microsoft Endpoint Administrator (highly desired), ACSP, ITILv3 (or higher), are highly desired.
• Must be able to attain agency suitability clearance prior to start date.