Desktop Support Technician

AAC; Rockville (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Tier 2 Desktop Support Technician to provide exceptional support to users across various platforms. This role involves troubleshooting and resolving issues related to hardware, operating systems, and standard applications. The ideal candidate will possess strong technical skills and a customer-focused attitude, ensuring a seamless experience for end users. Join a dynamic team that values collaboration and independent problem-solving in a fast-paced environment. If you are passionate about technology and helping others, this opportunity is perfect for you.

Qualifications

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

Responsibilities

• Provide Tier 2 desktop support for users in various environments.
• Document and resolve incidents using ServiceNow.

Skills

Desktop Support

Windows 10/11

MacOS

Microsoft Office Suite

ServiceNow

Active Directory

Customer Service

Education

High School Diploma/GED

Associate's Degree

Bachelor's Degree

Tools

ServiceNow

Microsoft Teams

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 incidents to the appropriate team when the incident cannot be resolved by Tier 2.

The schedule will be Sat-Wed 12:00AM-8:30AM

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.

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