The Brattle Group, a privately held, global economics consulting firm, is looking for a Desktop Support Technician to join our Washington, D.C. office. The primary goal of the Desktop Support Technician is to provide technical support to users of PC’s and related end-user technologies through the company’s ticketing system as well as in-person support. This person will aid the Desktop Support team to identify, resolve, and prevent the reoccurrence of problems. The ideal candidate must be articulate, possess strong technical troubleshooting abilities, must be detail oriented and show ownership over their work. In addition, this person must provide an exemplary level of customer service to internal clients.

Some of the day-to-day responsibilities of this role include:

• Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Monitor and respond to helpdesk tickets
• Support the employee onboarding processes including training end users, imaging laptops, and deploying hardware
• Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
• Manage support calls for printer break/fix services
• Support and distribute company-owned mobile devices
• Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
• Collaborate daily with team members on support requests and procedural review
• Participate in on-call rotation for emergency support phone queue
• Assist in supporting the company's security posture
• Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

THE CANDIDATE

• BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree
• A , MCP or other equivalent certification is a plus
• Minimum five (5) years of experience in a desktop support and end-user support role
• Windows 10/11 Pro support
• Desktop and hardware configurations, including Thunderbolt docking solutions
• Apple iOS device support
• LAN-based imaging
• Support end user VPN connectivity issues
• Excellent customer service skills
• Current LAN and WLAN IP network technologies
• Windows 10/11 Pro 64-bit Enterprise operating systems
• Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
• Ability to manage a fast-paced, multiple location environment with multiple tasks and demands
• Demonstrate a clear ability to manage multiple tasks with accuracy and attention to detail
• Ability to work effectively and to interact with clients and team members
• Carrying a communication device is required
• Evening/weekend work may be required; Occasional travel as needed
• Rotating on-call coverage support required
• Requires physical activity including the regular moving of items of fifty (50) pounds or more