Desktop Support Specialist (Mid Level)

Onsite mid-level desktop support role in Washington, DC with a salary range of USD 50,000 - 58,000 per year, delivering end-user hardware and software support, device configuration, asset tracking, and IT ticketing with a focus on professional customer service.

Responsibilities

• Configure, install, and support desktops, laptops, handheld devices, monitors, portable storage, and peripherals.
• Provide elevated desktop and end-user support for VIP clients.
• Maintain a professional demeanor and appearance while delivering consistent customer service excellence.
• Demonstrate a strong work ethic, assist teammates, and contribute positively to the team environment.
• Deliver reliable customer service to clients and colleagues in person, over the phone, in writing, and via video.
• Relocate IT equipment such as desktops, monitors, portable storage, and peripherals as needed.
• Configure devices for secure operation, including security software installation and software updates.
• Connect and configure IT devices to use computer networks and resources.
• Diagnose hardware and software failures, communicate remediation plans, and provide status updates.
• Provide software support for users, covering basic to advanced operations and general use of computers and peripherals.
• Assist with desktop maintenance, including inventory, software distribution, and security maintenance such as virus updates and patch management.
• Lead remote support sessions using Windows Remote Assistance and Apple Remote Desktop.
• Develop end-user documentation and instructions for reference.
• Contribute to Desktop Support SOPs and training manuals with up-to-date information.
• Support disaster recovery efforts and adapt to varied situations, clients, and tools.
• Utilize an IT ticketing system to receive, track, assign, and close trouble tickets, ensuring resolution with the customer and system updates.
• Track and update the movement and status of IT assets (laptops, desktops, printers, etc.) in the asset database within deadlines.
• Maintain regular communication with other support tiers and management throughout the day.
• Participate in troubleshooting with a focus on root-cause identification.

Requirements

• Eligibility to obtain and maintain a 6C Public Trust security clearance.
• Bachelor’s degree with four or more years of technical support experience, or six or more years of technical support experience without a degree. Experience with current desktops/laptops and OSes such as Windows 11, Mac OS 15, and Microsoft Office is required.
• Experience using a ticketing system, preferably ServiceNow.
• Strong customer service and equipment support capabilities.
• Excellent written and verbal communication skills.
• ITIL Foundations certification or ability to obtain within six months.

Technologies

• Windows Remote Assistance
• Apple Remote Desktop
• ServiceNOW
• Windows 11
• Mac OS 15
• Microsoft Office