Deskside Support Technician

S

SEBENZA

Deskside Support Technician

Washington, DC
Full Time
Paid
  • Responsibilities

    Sebenza LLC is a woman owned small business operating out of Tysons' Corner VA. We currently have an opening for a Systems Administrator to support our client in the DMV area. We currently have an opening for a Desktop Engineer to support our contract in Washington, DC.

    The following are the required tasks that are expected for this position; other duties may be required as they are assigned.

    • Provide Tier 1 & 2 desktop user support
    • Onsite role, deskside support technician L2
    • Drive high level of customer service and satisfaction.
    • Manage incident and service request queues to ensure SLAs are met.
    • Deploy IT assets to office-based users and coordinate courier/shipping for remote users
    • Provide hands on resolution of 1st to 3rd line software and hardware incidents where required.
    • Work with offshore capabilities to deliver efficient and effective service.
    • Manage IT hardware inventory.
    • Track and manage IT assets in asset management system.
    • Fulfill service requests for varied IT equipment.
    • Drive compliance to internal and external processes and standards
    • Baseline desktop support (Windows 7 & Windows 10) and the Microsoft Office Suite.
    • Perform network printer/Multi-Function Device installs, upgrades & problem diagnosis.
    • Install workstation software and hardware- locally and via remote.
    • Diagnose and resolve LAN configuration problems.
    • Evaluate and diagnose cabling, software, and hardware problems.
    • Install and support of telecommunications hardware.
    • Basic LAN troubleshooting skills/tools – TCP/IP, Trace-route, NBSTAT, PING, or other duties as assigned
    • Email User support
    • Data backup and restoration
    • Provide technical support for webcast/video teleconferences
    • Security patches and software upgrade surge support
    • Support technology upgrades – both hardware and software.
    • Provide problem tracking support (CA ServiceDesk) – end-user desktop/server support.
    • Perform field office visits.
    • Perform root cause analysis.
    • Perform desktop/server decommissioning.
    • Documentation of standard IT processes and procedures.

    ** Required skills:**

    • 5 to 7 years of experience
    • Microsoft 365/Office 365 cloud infrastructures
    • IT asset management
    • Windows 10/11 client OS and native windows application and tools
    • Relevant Microsoft Certifications
    • 100% Onsite