Onsite IT Support Specialist (Windows/Mac) – DC Metro

Optimal Networks, Inc.; Rockville (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

Optimal Networks, Inc. is seeking a Deskside Support Specialist to perform on-site IT support across the DC metro area. You will handle end-user device support, software and identity management, and contribute to deployment projects.

This role requires strong customer service and technical problem-solving skills. The position involves 40 hours weekly, on-site work in the DC region, with travel across the DC metro area.

Qualifications

• Strong knowledge of customer service practices and procedures
• Strong interpersonal and communication skills, able to translate technical issues to non-technical people
• Developed troubleshooting and diagnostic skills
• Demonstrated ability to function in a non-scripted helpdesk environment
• Demonstrated experience providing remote support via remote tools
• Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.

Responsibilities

• Handling customer technical support cases through phone and email submission.
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Provide excellent end user support for end user devices: desktops, laptops, mobile devices, printers, scanners.
• Desktop Operating Systems: Windows and MacOS
• Software Support: MS Office, POS system, accounting software etc.)
• User Administration and Identity Management: Active Directory, MFA (Azure AD, Okta etc.)
• Cloud based (SaaS) system: Microsoft 365, Windows365 etc.
• Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
• Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
• Ensures the user is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.
• Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
• Create and maintain relevant process, procedure, and knowledge article documentation.
• Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Perform miscellaneous job-related duties as assigned

Job description

Optimal Networks, Inc. is seeking a Deskside Support Specialist to perform on-site IT support across the DC metro area. You will handle end-user device support, software and identity management, and contribute to deployment projects.

This role requires strong customer service and technical problem-solving skills. The position involves 40 hours weekly, on-site work in the DC region, with travel across the DC metro area.