Desktop Support
Estimated Pay | $48 per hour |
---|---|
Hours | Full-time, Part-time |
Location | Reston, Virginia |
Compare Pay
Estimated Pay$28.7
$48.22
$81.73
About this job
Job Description
Desktop Support Technician
JOB RESPONSIBILITIES
• Resolves technical issues with operating systems, hardware, software, and network connectivity. Answer’s end-user technology questions on site and provides general information regarding departmental computing policies and service agreements.
• Install, configure, and troubleshoot desktops, laptops, printers, multifunctional copier/scanners, mobile devices, and other devices as required.
• Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.
• Provides support for Office 365 tools and communicates best practices for use of all core business services.
• Minimum of 4 years’ experience providing end-user support for MAC OSX and Microsoft OS with at least basic understanding of network infrastructure.
• Experience troubleshooting MAC OSX via GUI and terminal, common MAC applications and Apple hardware platforms.
• Ensures that all devices meet our security standards regarding encryption, management, and protection prior to connecting them to the network.
• Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner while providing global support for Sony Corporation of America.
• Provide clear ownership, resolution of incidents assigned by the team to agreed SLA’s and SOP’s.
• Collaborates with other teams to help identify root causes of problems and provides feedback to improve processes and technologies.
• Provide project-based support on desktop applications, including updates, rollouts, and customizations and integrations relating to the desktop.
• Maintain inventory and update asset management system.
• Contributor for adding knowledge articles for project rollouts and business services.
QUALIFICATIONS FOR POSITION
• Bachelor’s Degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.
• ITIL V3 Certification preferred.
• Minimum 2 years of hands-on IT experience (Azure, AD, O365, Windows 10, DNS/DHCP)
• Prior experience working in customer service environment, support center or desktop support.
• Excellent computer and customer service and desktop skills with tact in dealing with demanding customers.
• Experience with standard imaging on MAC Desktops and knowledgeable in quarterly OS testing.
• Ability to plan and prioritize work while responding to rapidly changing priorities.
• Experience with an IT Service Management ticketing system.
• Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.
• Knowledge using remote management tools that include a Citrix environment using VDI’s.
• Strong written and oral communication skills.
• Team player who enjoys working collaboratively as part of a team as well as working. independently to produce results.
• Professional appearance, punctuality and a sense of urgency is required.
• Able to interact with clients and colleagues at all organizational levels.