Job Classification
Hourly
Job Type
full-time
Category
Service Delivery
Location
ROCKVILLE, MD 20852 US (Primary)
Job Description
Overview :
The Desktop Support Technician is responsible for delivering technical solutions and support to hardware, software, and operating systems in an inter-networked environment. The Technician will provide technical assistance to employees and ensure their desktops, laptops, peripherals, and software applications function smoothly by resolving IT issues, troubleshooting hardware and software problems, and assisting users with technical inquiries, contributing to the overall efficiency of the organization's IT infrastructure.
Essential Functions :
Provide technical support and assistance to end-users via phone, email, in-person, or remote desktop tools.
Diagnose and resolve basic hardware, software, network, and other IT-related issues promptly and effectively.
Assist users with password resets, certificate renewals, and access requests.
Manage user accounts and access permissions in Active Directory
Install, configure, and update desktops, laptops, printers, phones, and other peripherals.
Install and update basic & complex hardware and software applications.
Troubleshoot and resolve basic & complex hardware and software issues, including network connectivity problems.
Escalate complex technical issues to higher-level support teams when necessary.
Receive escalated technical issues from lower-level support teams when necessary.
Provide assistance to VIP users.
Enforce IT security policies and protocols to safeguard company data and information.
Maintain accurate records of technical issues, resolutions, and IT inventory.
Assist with projects and initiatives as needed.
Assist in the training of new hires.
Communicate technical information effectively to non-technical users.
Educate users about basic software applications and IT policies and procedures.
Contact hardware/software vendors when necessary for warranty repairs and troubleshooting if necessary.