Sr. Desktop Support Technician

Aberdeen, Maryland
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Type: Contract

Category: Information Technology

Job ID: 148771

Date Posted: 01/14/2020


System One has an immediate opening in Aberdeen, MD for a Sr. Desktop Support Tech with a large Defense/Intelligence Engineering client.  This is a 6 month+ contract with the potential for extension.  Ideal candidates will have 4-6+ years of Desktop Support experience.

*Due to the nature of this client's work, all candidates must be US Citizens.

If interested, please email Matt McDill, Senior IT Recruiter, at matt.mcdill@systemone.com.

POSITION OVERVIEW:

Under direct supervision, provides technical support for the installation, repair, and maintenance of personal computers, workstations and related software and hardware used by company employees, contractors or clients. Handles a range of troubleshooting activities to resolve identified questions, issues and problems with individual and group hardware and software, with special emphasis on issues that may require research and initiative to identify and resolve. Records and reports data about the resolution of specific issues, questions and problems and refers specialized matters to other company IT teams.

May work with company End User Computing Support team members and other IT work groups to implement, maintain and troubleshoot specific issues, questions and problems associated with individual computers or related hardware; this may include support for various network, application and infrastructure systems.

SPECIFIC RESPONSIBILITIES:

Provides in-person analytical and technical support for the installation, repair, preventive maintenance, troubleshooting, upgrades, modifications and enhancements to individual workstations, personal computers, related hardware and software. May have special knowledge and skills in specialized areas required to support company end user computing environment. Working knowledge of operating within a cloud centric environment.

Troubleshoots software and hardware questions, issues, problems and failures with workstations, personal computers, related hardware and software; this may include more complex and challenging matters that require research and initiative to resolve. Activities include recognition, research, isolation, resolution, and follow-up actions.

Screens and diagnoses internal inquiries and work requests for maintenance of personal computers. Identifies incidents, issues, questions and problems that are beyond the scope of the work group and refer those to higher-level End User Support staff members or to other IT groups.

May recommend changes to existing procedures. Works with end users as necessary to assure they know and follow new and existing procedures.

May provide direction and training to lower-level End User Support team members.

Assures that all activities are documented and reported according to company and IT standards.

Regularly follows up with end users to ensure that questions, issues and problems have been resolved to the user’s satisfaction.

Maintains knowledge of current trends in the development of end user hardware and software.

May work with third-party vendors and contractors in handling routine installation, maintenance and use of their products and services.

Assists with project mobilization activities; may work with projects having to do with IT infrastructure hardware, as directed

PREFERRED EDUCATION/EXPERIENCE:

High school diploma and 4-6 years of related work experience providing support to end users or working in an IT support role, or an equivalent combination of work experience and education. A 2-year degree in Computer Science (or related curriculum) and knowledge of engineering applications preferred.

Certifications:

Microsoft Certified Professional (MCP) preffered.

SKILLS/COMPETENCIES:

A working knowledge of Microsoft operating system, macOS, Linux and applications as well as a very good knowledge of personal computer technology, including a variety of computer models, printers and peripherals. Knowledge/understanding of virtual desktop and mobile computing.

A very good knowledge of the MIS environment and a functional knowledge of assigned areas of specialized technical expertise.

Excellent customer service skills.

Ability to identify, analyze and resolve technical issues, questions and problems with hardware and software configurations.

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