Location: Bethesda, MD (3 days onsite, 2 days remote)
Length: 6-month contract to hire
Salary: 50k-70k
Summary
Seeking a User Support, Analyst with Windows, and/or Mac (preferred) support experience.
This position offers a great opportunity to be part of a high-performance team responsible for supporting a full complement of customer-centric desktop support services.
Responsibilities
- Identify, troubleshoot, and resolve hardware and software problems.
- Provide exceptional customer service both in office and using remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, Zoom, and Windows Remote Control.
- Utilizing Service Now to log, track, and document incidents to ensure customer problems are resolved.
- Respond to escalated tickets, provide solutions for reported customer problems, and prioritize and manage the ticket queue
- Work independently on day-to-day operations.
- Facilitate repairs and maintenance of laptops, desktops, printers, AV equipment and other equipment as required.
- Install, configure, and maintain Windows peripherals and other end user equipment such as phones and tablets.
- Support in-office walk-ups and remote assistance while providing quality customer service.
- Run diagnostic tests to isolate system problems, assist with troubleshooting and resolving issues.
Required Qualifications
- Four (4) or more years' experience in the role of an IT Desktop technician supporting a Windows desktop/laptop environment.
- Strong knowledge of Bomgar or equivalent tool for providing remote support is required.
- Must be able to lift 30 pounds.
Desired Qualifications
- Strong communication skills both oral and written.