Desktop Support Specialist, Senior

Overview

• Provide onsite support to troubleshoot, repair and resolve laptop issues for customers visiting the Onsite help desk.
• Build, install and repair PCs, laptops, and peripheral devices (such as printers, scanners, and plotters) related to desktop infrastructure.
• Provide desk-side support to troubleshoot, repair, and resolve issues for a wide range of installed computer systems such as PCs, laptops, and peripherals (e.g. printers, scanners and plotters).
• Provide technical support for remote customers via telephone, online chat, email, or using secure remote access product such as Bomgar.
• Enter and/or resolve incidents assigned to Tier II in the ticketing system (Remedy). Thoroughly document notes regarding research, troubleshooting efforts and work performed.
• Work closely with other IT support teams to identify issues/problems, trends and rectify recurring issues for the end-user environment.
• Provide written input to Tier I or other end users including procedures, how-to and troubleshooting guides, and training materials/procedures.
• Perform routine maintenance on peripheral devices by providing consumable materials for printers, plotters and scanners.
• Resolve and remediate network outages or computer virus/malware infections as needed.
• Provide IT support to conference and training room facilities.
• Complete root cause analysis and diagnostics for IT related problems and issues utilizing Remedy or procedures such as an After Action Report.
• Maintain a customer satisfaction rating of satisfactory or higher.
• Manage Incidents by troubleshooting and providing answers to technical questions from users and escalating them to other service providers as necessary.

• Minimum of 2 years in Desktop Management cycle.
• Associate's Degree with Technical Certification (such as CompTIA A+, Network+, or Dell Certified Systems Expert (DCSE)). Bachelor's degree in Computer Science or Information Technology field preferred.
• Understanding of PC/Laptop/MacBook/printer hardware technology and associated operating systems (Windows / OS X).
• Ability to install, configure and maintain operating system and software products.
• Experience providing customer or end-user support and good communication skills.
• Understanding of how to perform advanced troubleshooting of desktop software, hardware and network problems.
• Ability to develop standard operating procedures or policies.
• Ability to analyze the problem, develop a strategy and implement the solution.
• As this is a customer-facing position, the candidate must present a positive, professional demeanor that reflects positively upon the company and the supported agency.
• Proficient to expert ability in the Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Must be able to speak, read, and write proficiently in the English language. The ability to understand problems over the phone and to clearly communicate instructions and guidance over the phone is essential for this position.
• Ability to work independently while following established SOPs and guidance from management and co-workers.
• Must be flexible and willing to work varying shifts (06:00-14:30, 7:30-16:00,08:30-17:00,10:30-19:00).
• Employee will participate in a rotating hybrid schedule (Telework and onsite).
• The first 30-45 days of employment will be onsite at the US Census Bureau.

• Must be able to lift up to 25 pounds
• Must be able to stand and walk for prolonged amounts of time
• Must be able to twist, bend and squat periodically