Desktop Support Analyst

Desktop Support / Level 1-2

3 Month Contract

Annapolis, MD

No 3rd Parties or C2C!!!!!!!!!!!!!!!!!!!!

Job Summary:

To provide Level 1/2 Desktop Support and application support on company approved computer applications and platforms and assisting the IT department and network computer services.

The duties of the Desktop Support Technician, include but are not limited to:

• Field all incoming Desktop Support calls and emails (troubleshooting remote access issues, desktop issues, etc.)
• Utilize discretionary troubleshooting methods to identify SLA from high priority to low priority within a short time frame
• Provide Desktop-related technical support with an emphasis on call resolution and quality while simultaneously providing high quality customer service
• Provide incident resolution via face to face interactions, phone calls, remote tools, and email.
• Escalate advanced technical issues to appropriate team
• Setup and prepare computer systems including configuring hardware and installing operating systems, applications and software
• Setup and maintain user accounts in Active Directory and Exchange
• Assists Network Administrators in creating materials for end-users and resolving issues
• Perform other IT related functions and duties as needed and assigned

Technical knowledge:

• 5 years experience in Level 2 Desktop Support
• Windows 7 and Windows 10 OS support.
• Wide range of computer software support including the Microsoft Office 2016 suite (Outlook, PowerPoint, Word, and Excel) and proprietary software.
• Basic support of the M365 suite (OneDrive, Outlook365, PowerPoint, Word, and Excel) and OneDrive.
• VDI and VPN end-user support.
• PC/Laptop Hardware and peripheral support. Includes an understanding of hardware configurations and capabilities.
• PC imaging via SCCM.
• Active Directory
• Experience using Bitlocker
• Intune
• Support of VoIP phone systems.
• Support of LAN/WAN systems.
• Support of MFA and SSO.
• Support of MDM.

Soft skills:

• Strong critical thinking skills.
• Self-motivated with ability to multitask and adapt to changes quickly. This includes balancing competing priorities in a fast-paced environment.
• Strong drive to grow, develop skills, and increase technical knowledge.
• Excellent written and verbal communication skills.
• Ability to translate technical material and information to non-technical users.
• Solid customer service skills, including active listening, patience, and concern for client issues.
• Ability to determine stressed client relationships and acts accordingly to mitigate client relationship risk.

Job Types: Full-time, Contract, Temporary

Pay: $20.00 - $25.00 per hour

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer support: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location:

• One location

Work Remotely:

• No