Desktop Support Technician with Vip support

Tekvana Inc; Sparks Corner (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Tekvana Inc. in Sparks, MD is seeking a Desktop Support Technician with VIP support to deliver frontline IT assistance for desktops, laptops, printers, and related peripherals in a fast-paced environment.

You will reimage computers, manage incidents, assist with IMACD, back up data, and work with Service Desk and Senior Management. Travel within a 5–10 mile campus radius is expected.

Strong customer service, communication, and multi-device support are essential.

Qualifications

• 7–10 years IT desktop support experience
• Proficient with Microsoft Office suite
• Experience with Windows and macOS
• Familiar with iOS/Android devices
• Strong customer service and communication skills
• ITSM tools knowledge (ServiceNow, Freshservice)

Responsibilities

• Test, diagnose, repair and document end-user technical issues for desktops, laptops, printers and peripherals.
• Break-fix, software troubleshooting and reimaging of computers.
• IMACD tasks including installation and decommissioning.
• Back up and restore user data and assist with systems administration tasks.
• Coordinate with Service Desk and Remote Desktop Support teams for hands-on support.
• Assist in incident and problem management activities.
• Own issues through resolution and keep end users updated on status.

Skills

Microsoft Office

OS Installation & Troubleshooting

Customer service

Network basics

Printers & Peripherals

Communication

On-call support

Detail-oriented

Education

High School Diploma or equivalent

Tools

ServiceNow

FreshService

Job description

Title :Desktop Support Technician with Vip support

Location : Sparks MD(Onsite)

About the role:

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

b) Interface with Senior Management, Company Board, Executives & VIP Users.

Duties include (but not limited to)

1. 1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices
2. 2. Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
3. 3. IMACD function including installation and decommission
4. 4. Backing up and restoring user data, settings and associated systems administration activities
5. 5. Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
6. 6. Assist on Incident and Problem management activities
7. 7. Taking ownership of issues through to resolution on all appropriate requests
8. 8. Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
9. 9. Move equipment associated with escalated incidents and service requests
10. 10. Performing asset inventory activities as needed
11. 11. Recommends and/or performs upgrades on systems to ensure longevity
12. 12. Works with procurement staff to purchase hardware and software
13. 13. Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests
14. 14. Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
15. 15. Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents
16. 16. Adhere to ticket response and resolution SLA’s as agreed upon with the customer
17. 17. Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
18. 18 Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room
19. 19. Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components
20. 20. Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling
21. 21. If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience:

• At least 7-10 years of experience in the field or in a related area required
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage
• Knowledge of Mobile OS like iOS, iPadOS & Android
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivated
• Background security check required
• High School Diploma or higher degree is preferred but not a showstopper for ideal candidate
• Comp TIA A+ or Apple Mac Certified Technician or Microsoft Certified Desktop Support Technician is desired
• Knowledge & usage of at least one or more ITSM tools like Service Now, Fresh Service etc. will be preferred
• Ready to travel & support in a 5-10 mile Campus Radius