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.