Senior Desktop Support Engineer (Hybrid)

28 Mar 2024

Vacancy expired!

A tech services company in Washington, D.C. is currently seeking an experienced Desktop Support Engineer for a great Senior-level opportunity with their team. In this role, the Senior Desktop Support Engineer will be responsible for providing second-level support for all incident and service requests that have been escalated by the Service Desk onsite, remotely, over the phone, or via email. This is a Hybrid opportunity requiring the qualified professional to work at least a couple of days a week onsite.

Responsibilities: The Senior Desktop Support Engineer will:
  • Provide support for desktop, laptop, thin clients, and VM's, as well as the hardware and applications associated with them
  • Analyze existing systems along with making proactive recommendations for improvement
  • Provide a high-level of customer service to all customers including effective communication
  • Resolve issues for desktop and laptop incidents and requests in a timely manner
  • Troubleshoot and resolve desktop/laptop software including installing, configuring and understanding functionality
  • Troubleshoot and resolve service-related issues such as user data back-up, printing, web-ex, etc.
  • Effectively document the resolution process and mentor Service Desk personnel
  • Work with System & Application Owners to remediate reoccurring issues
  • Respond to and resolve inbound computer-related end user support tickets in a timely manner using Service Manager
  • Support the Windows 10, Mac OS, iOS, and Android.
  • Provide IT support relating to technical issues involving Microsoft core business applications and operating systems
  • Troubleshoot, maintain, repair, upgrade, and install various desktop computer hardware, printers, phones, and other equipment
  • Set up and support hardware, software, network access, telephones, and other equipment for new hires and existing employees
  • Perform other duties, as needed

Qualifications:
  • 5+ years of prior Help Desk experience
  • Experience working with computers and operating systems
  • Experience with trouble ticketing system-currently using Service Manager
  • Thorough knowledge of desktop and business/technical support systems
  • Active Certification required: MCSA, MCSE, ACSP, or ACMT
  • Experience with Windows 10 and in Active Directory environment
  • Experience in computer systems or IT support, with technical proficiency in MAC OS, tools and productivity office suites
  • Advanced level experience in MAC/PC hybrid environments including mobile devices
  • Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS
  • Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
  • Experience troubleshooting mobile devices using both iOS and Android
  • Experience in working on a Service Desk teams supporting IT services
  • Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy, etc.
  • Customer service oriented
  • Great interpersonal skills
  • Excellent communication skills (written and verbal)
  • Strong attention to detail
  • Highly organized

Desired Skills:
  • Associate's and/or Bachelor's Degree
  • Authorized MAC certification
  • Experience with AirWatch/Intelligent Hub