Temporary Desktop Support Technician

The Brattle Group, a privately held, global economic consulting firm, is looking for a Temporary Desktop Support Technician to join our Washington, DC office. The position is responsible for providing technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the recurrence of problems. The candidate must be articulate and possess strong technical troubleshooting abilities. The candidate demonstrates ownership and information retention abilities. The candidate possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary “white glove” level of customer service to internal clients.

Some of the day-to-day responsibilities of this role include:

Assists users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement

Monitors and responds to helpdesk tickets

Manages escalated tickets

Maintain and support A/V in conference rooms

Maintains an accurate inventory of hardware devices and software licenses to ensure the firm’s compliance with legal requirements and corporate policies

Performs regular audits to ensure that software and hardware inventory information is accurate

Performing onboarding processes (training end users, set up laptops, deploying hardware)

Utilizes enterprise imaging, software deployment tools, and data migration for end user computing needs

Supports account lockouts and password resets

Initiates and manages calls for printer repair services

Collaborates with the HR department regarding employee hires, departures, moves, and changes

Assists in video conference setup, training and problem resolution

Assists with printer support and maintenance

Supports and distributes company-owned mobile devices

Communicates and coordinates regularly with Desktop Support Manager

Establishes strong relationships with end-users to advise and promote how information technology can be used to address business objectives

Participates in on-call rotation for emergency support phone queue

Assists with on-site systems, infrastructure and networking hardware installations, in coordination with the Infrastructure team

Assists with the testing of relevant technology solutions

Assist in supporting the company's security posture

Assists with office move related tasks and vendor management in coordination with Desktop Support Manager

Participates in documenting, maintaining and applying IT procedures/guidelines

Works with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

THE CANDIDATE

BSc in IS, CS, or equivalent experience; A+, MCP or other equivalent certification is desired

Minimum five years of experience in a desktop support and end-user support role

Windows 11 Enterprise, Microsoft 365, Active Directory, Apple iOS device, and laptop hardware/software support

MS Intune device management

MS Autopilot

Desktop and hardware configurations, including Thunderbolt docking solutions

Endpoint VPN connections

Virtual desktop environments (VDI)

Remote desktop support (RDP)

Troubleshooting printers

Excellent customer service skills

Excellent verbal and written communication skills

Demonstrates analytical, organizational, and problem-solving skills

Proficiency in help desk ticketing systems

Laptop hardware and peripheral troubleshooting

Corporate antivirus endpoint support

Proficiency in Active Directory Users and Computers account management

Current LAN and WLAN IP network technologies

Bluetooth and other wireless technologies support

Adobe Acrobat support

Knowledge must reflect current technologies with experience on corporate Windows computer operating systems

Occasional travel as needed

Carrying a communication device is required

Evening/weekend work may be required

Must be able to access systems and email remotely

24x7 on-call availability, including rotation of after-hours IT support phone

Requires physical activity including the regular moving of items of fifty (50) pounds or more

Perform duties in a confidential nature

The anticipated base gross salary range for this position in Washington, DC is $68,000 - $80,000 annually. Actual salary will depend on a variety of factors, including experience and training.

This position is not eligible for immigration sponsorship.

EQUAL OPPORTUNITY

The Brattle Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, citizenship status, national origin, ancestry, sex, gender identity and expression, age, height, weight, domestic partner status, Acquired Immune Deficiency Syndrome or HIV status (AIDS/HIV status), genetic information, sexual orientation, disability (where the applicant or employee is qualified to perform the essential functions of the job with or without reasonable accommodation), marital status, veteran status, political affiliation, drug or alcohol abuse or alcoholism, or any other characteristic protected under applicable law.

We encourage all applicants to click here to review our full Equal Employer Opportunity Statement.

THE EMPLOYER

The Brattle Group answers complex economic, finance, and regulatory questions for corporations, law firms, and governments around the world. We are distinguished by the clarity of our insights and the credibility of our experts, which include leading international academics and industry specialists. Brattle has 500 talented professionals across North America, Europe, and Asia-Pacific. For more information, please visit brattle.com​.​​​​​