Deskside Support Specialist

POSITION SUMMARY

As a Deskside Support Specialist, you will go on-site with our clients in the Washington DC metropolitan area to address a wide range of computer issues (slowness, hardware issues, trouble connecting to resources, monitors, printers) to user management (such as password resets or adjustment of group membership in Active Directory, or new user onboarding).

You will also perform ad-hoc onsite visits for clients that have immediate needs (such as computer crashes or new computer deployments). You will participate in new computer deployment projects (imaging new workstations and setting them up for the specific users, etc.). You will also assist with our support center, providing phone end-user support to our clients. While our staff primarily work within Microsoft systems (Windows Server, Microsoft Exchange, Windows 10, Office 365) you will also support other technologies, such as Macs and 3rd-party software (Quickbooks, document management systems, Dropbox, etc.).

Location: DC Metro area

Scheduled Weekly Hours: 40 (Full-Time)

Travel Required: Throughout the DC Metro area

RESPONSIBILITIES

This position has the following 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

REPORTING RELATIONSHIP

Reports to: Manager of Engineering Services

This role has zero (0) direct report positions

ATTRIBUTES

To be successful in this position employees will have the following attributes.

SKILLS, QUALIFICATIONS AND EXPERIENCE

Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.

Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.

Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.

Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is fixed the first time, every time.

SKILLS

Mandatory

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.

Desirable

Demonstrated knowledge and understanding of Microsoft Windows Server product, Microsoft Azure Cloud based services.

Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.

Qualifications

Mandatory

High school diploma or GED

CompTIA A+ or Microsoft MS 900

Desirable

HDI – Support Center Analyst (HDI-SCA)

ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations

CompTIA Network+, CompTIA Security+.

Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate

EXPERIENCE

Mandatory

2+ years of Service/Help Desk experience providing IT Support

Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.

Experience: (MSP) Experience in a Service Desk "or Deskside Support" Role