Midlevel Support Jobs

1 job found

6d ago

Desktop Support Specialist (Mid Level)

Sanametrix Washington, DC

Washington, DC

6d ago

$50k - $58k/yr Full time Computer Skills Customer Service Customer Support

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Job Description

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

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