Senior Desktop Support Specialist

Welcome to a career at InfoSpekta, where we’re dedicated to providing impactful solutions to the intricate challenges faced by Federal Government agencies. As a leading certified Woman-Owned Small Business (WOSB), we specialize in Financial, Budget, Procurement, Grant Management, and Information Technology (IT) Support Services. At InfoSpekta, we recognize the pivotal role of technology in today’s organizations. Our approach is centered on aligning technology solutions with our clients’ strategic goals, ensuring that technology serves as a powerful tool to drive their success.

If you’re passionate about making a difference and thrive in a dynamic environment where innovation meets excellence, explore our current job openings to join our team of dedicated professionals. Discover how you can contribute to our mission of empowering government agencies to achieve their objectives effectively and efficiently.

Job ID 32-2015 – Senior Desktop Support Specialist

InfoSpekta is actively searching for a talented Senior Desktop Support Specialist to provide level 3 desktop technician and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for an exposure to a variety of tools and learning opportunities. You must to be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long term projects frequently, displaying advanced problem-solving skills and creating novel solutions.

The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.

Responsibilities

Tier 3 support handles the most intricate technical issues, conducts thorough root cause analyses, and delivers custom solutions to the user community. This level of support also maintains comprehensive standard operating procedures and plays a key role in the continuous optimization of the environment.

IT Service Desk Tier 3 Support Services
Tier 3 Support is responsible for

  • To foster continuous improvement and knowledge sharing within the organization, Tier 3 Support will actively contribute to the knowledge base. They will document complex troubleshooting procedures, solutions, and best practices, ensuring the organization benefits from their expertise.
  • Provide in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 and Tier 2 support. Actively assist with ticket handling to ensure that every incident is effectively addressed.
  • Document detailed troubleshooting steps, solutions, and resolution times for escalated incidents.
  • Perform in-depth root cause analysis to determine the underlying reasons for recurring issues.
  • Identify the root issue, providing a comprehensive understanding of the problem. Document the analysis in detail in ServiceNow, including screen captures and other visuals when needed. Provide recommendations, preventive measures, and action plans to address the root cause and mitigate future occurrences. Maintain clear timelines for issue escalation and assigned responsibilities. Update monitoring plans and comprehensive documentation. Share lessons learned with team members. Present the RCA to stakeholders, offering valuable insights and recommendations as needed.
  • When issues pertain to vendor-specific software or hardware, Tier 3 Support will often collaborate directly with vendors’ technical support teams. Engage in in-depth discussions and investigations to resolve issues or obtain fixes and patches.

Qualifications

  • 5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support
  • Familiarity with both Windows PCs and MacOS X workstations
  • Proven work experience as a desktop support engineer or support technician.
  • Active Directory Management experience
  • Excellent written and verbal communication skills to effectively communicate in person, via phone, and via email
  • Proven ability to troubleshoot and solve technical problems and create customer-focused solutions
  • Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly
  • NIH Experience a plus
  • Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus

Education

  • Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience
  • Microsoft MCP, Apple ACSP, CompTIA A+/ Net+ certifications are desired

Location:

  • Rockville, MD

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