Desktop Support Specialist (Mid)

*** US Citizenship is required for this position****

Job Overview
Sanametrix are seeking a skilled Desktop Support Technician to provide comprehensive technical support within our organization. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, and ensuring seamless operation of desktop environments across various platforms including Windows, macOS, and Linux. The ideal candidate will possess strong communication skills and a customer-focused approach to resolve technical problems efficiently and effectively.

Sanametrix is currently identifying qualified candidates for an on-site Desktop Support Specialist position located in Washington, DC.

This is a full-time position with a work schedule of 8:00 AM EST to 5:00 PM EST, Monday through Friday.

Duties and Responsibilities:

· Configure, install, and support desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.

· Provide enhanced desktop and end user support service to VIP customers.

· Maintain a professional attitude and appearance, while consistently providing excellent customer service. Examples of these qualities are a good work ethic, assisting team members when needed, and being a positive contributor to the workplace environment.

· Consistent, dependable customer service to clients and colleagues in person, on the phone, in written communications, and on video communications.

· Able to work well under pressure and to meet deadlines with calm and poise.

· Relocate IT equipment including desktop computers, monitors, portable data storage devices, and other general peripherals.

· Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required.

· Connect and configure IT devices to use computer networks.

· Diagnose hardware and software failures, communicate the remediation plans to users, and provide status updates.

· Provide software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.

· Support desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.

· Provide virtual assistance sessions using Windows Remote Assistance and Apple Remote Desktop.

· Develop end-user documentation and instructions.

· Contribute knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.

· Support disaster recovery and adapt to various types of situations, clients, and tools.

· Use an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.

· Track and update the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.

· Stay in regular communication throughout the day with other tiers of support and Management staff.

· Participates in troubleshooting of issues with the drive towards root cause identification.

Required Skills, Qualifications, Certifications:

· Must be able to obtain and maintain a 6C Public Trust security clearance.

· Four (4) or more years of technical support experience or a bachelor’s degree in a technical discipline with six (6) or more years technical support experience. Technical support is defined as experience with current desktop and laptop computers and various operating systems to include one or more of the following: Windows 11, Mac OS 15, and Microsoft Office suite.

• Experience using ticketing system (preferably ServiceNOW)
• Strong customer service and equipment support skills
• Strong written and oral communications
• ITIL foundations certification or ability to obtain certification within 6 months

Desired Skills, Qualifications, Certifications:

· Dell Certified Technician

· Help Desk Institute (HDI)

· CompTIA A

· CompTIA Network

· CompTIA Security

· BA/BS in a technical discipline

· MCSA: Windows 11

· MCSE: Desktop Infrastructure

· MCDST: Microsoft Certified Desktop Support Technician

· ITIL Certification

Job Type: Full-time

Pay: $53,000.00 - $57,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $53,000 - $57,000