Desktop Support Specialist - TEKsystems

**Fully onsite in Rockville, MD**

Description:

Responsibilities and Job Duties

-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 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 escalate 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 process 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 onsite coverage during business hours (M-F) and remote coverage as needed.

-Performs other duties as assigned

Knowledge, Skills, and Abilities

-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), setup OS to a new unformatted hard drive and/or RAID controller

-Command of how to setup / 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 management regarding complex issues beyond the position's scope.

-Availability to provide onsite coverage

Preferred Qualifications

-Familiarity with GAMP practices or similar risk-based compliance guidelines

-IT and or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)

Skills:

Customer service, Desktop, Support, Troubleshooting, Hardware, technical support, Office 365, Help desk support, Service desk, Application support, Ticketing system, Phone support

Additional Skills & Qualifications:

1. Hardware support, component replacement & configuration of Windows network printers

2. Experience providing support to VIP/priority customers

3. ServiceNow ticketing system

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 available 

§  Life Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short and long-term disability 

§  Health Spending Account (HSA) 

§  Transportation benefits 

§  Employee Assistance Program 

§  Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.