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Desktop Support Technician
Ref No.: 18-13095
Location: Sterling, Virginia
Sr. Field Support Technician

The position requires the technician to have experience with personal computer hardware, software, systems, and local area networks. The position will be responsible for the following. Providing moderately complex technical installation support to filed technicians. Responds to, reviews and approves operational quality of system equipment. Conducts site surveys of customer sites and plans and designs systems installations. Resolves moderately complex customer application questions or problems regarding system configurations/setup, product functionality and/or bugs enhancements. Assists in testing user configurations for system compatibility. Documents and provides support; escalates issues to appropriate personnel to ensure that the system is functioning according to specifications. Acts as liaison between project team members, customers and installation team to ensure project is implemented seamlessly. Troubleshoot, diagnoses and applies logical solutions to installation problems. Assists in the training of customers on systems applications. Knowledge of Service Now is a big plus.

Required Skills:
CompTIA A+ Certification
Dell Hardware
Engineering-Local Delivery 04
Microsoft Windows
WinCheckit Computer Diagnostic Utility

Background Required-
3-5 years' experience within IT desktop support, concentration on Break/Fix and Refresh skill set
Enterprise level experience preferred but not necessary.
Excellent customer service skills
High volume, fast paced environment.
Windows 7 and Windows 10 - latest MS Office experience necessary with configuration and trouble shooting
Duties to include imaging, data transfer, Win7 and Win 10 email configuration, data sanitization of surplused machines
Asset Management skills
iPhone Set ups
Knowledge of replacing components in Client laptops
Candidates need to be highly organized, detail oriented, and customer service proficient
Candidates will be working in the Service Now (SNOW) ticketing system, some experience with that system is preferred