Desktop Support Specialist

Overview

Provides direct technical support and assistance to end-users over the phone, in person, and or remotely.

• Provides direct technical support and assistance to end-users over the phone, in person, and or remotely
• Manages and handles all escalated tickets from Level1, identifies the best solutions based on information provided by customers
• Provides in depth technical support; diagnose and resolve problems ranging from Tier1
  -3 type issues. Troubleshoots applications, errors, and operating systems (Windows 10). Mitigates and handles system viruses, malware, spyware, and adware. Hardware component replacement and use of system imaging software to create and load images.
• Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalates to other IT team resources
• Supports audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC)
• Contributes to timely and accurate communications with other parts of the organization regarding IT
• Acts as the escalation line of support for complex IT support issues from helpdesk staff, employees, and team members
• Monitors, manages, and tests desktop system backups
• Processes new hires, employee changes, and separations, including network and telephone account creations/modifications and coordination of equipment configuration and installation
• Receives and tracks hardware assets according to policy and processes equipment delivery/shipping as needed
• Ensures that all assigned tasks are completed in a manner that meets regulatory requirements and updates or creates procedures to address any potential issues
• Requires traveling to all corporate and remote sites for handling outstanding and reported issues. May occasionally need to travel to other locations within the US.
• This position requires the ability to provide on-site coverage during business hours, 8 AM to 5 PM EST (M-F), and remote coverage as needed.
• Performs other duties as assigned

• Excellent oral and written communication skills
• Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online
• Understanding of Windows OS support tasks (2008 – 2016 & 7 – 10), setting up OS on a new unformatted hard drive and/or RAID controller
• Command of how to set up / configure network printers in a Windows print server environment, along with providing printer hardware support
• Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers
• Able to trace phone and network patch cables to wall jacks and/or connectivity devices and use phone & network wiring continuity testers
• Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles
• Ability to manage several high-priority, fast‑paced activities within required timelines without sacrificing quality
• Ability to work independently with minimal supervision but seek appropriate involvement from other team members or senior management regarding complex issues beyond the position’s scope.
• Availability to provide on-site coverage

No

• Familiarity with GAMP practices or similar risk‑based compliance guidelines
• IT and or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)

This is a Contract position based out of Rockville, MD.

The pay range for this position is $25.00 – $32.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions…