Desktop Support Technician

Kforce is seeking an onsite Desktop Support Technician in McLean, VA. This role involves providing enhanced IT customer support, managing software/hardware issues, troubleshooting in Windows 10, Office 365, and SharePoint environments, and utilizing remote support tools. Responsibilities also include maintaining IT equipment, managing inventory, and participating in MIM calls. Candidates should have 1-3 years of field service experience, strong technical knowledge of operating systems, office products, ticketing systems, and mobile devices, along with excellent communication and problem-solving skills.

Must Have

• Provide enhanced IT customer support, including walk-ups
• Manage software installations and hardware repair
• Troubleshoot issues in Windows 10, Office 365, and SharePoint environments
• Utilize remote support tools and Knowledge Base
• Maintain IT equipment: printers, access points, conference room technology
• Manage IT space and monitor inventory stock
• 1-3 years experience in field service support
• Strong knowledge of Windows OS and Office products
• Experience with Remedy or ServiceNow ticket systems
• Proficiency in laptop hardware and mobile device support (iOS/Android)

Perks & Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance
• Paid time off (for salaried personnel)
• Paid sick leave (for hourly employees on Service Contract Act project)

Description

Kforce has a client seeking an onsite Desktop Support Technician to join their team in McLean, VA. Essential Job Functions:

• Responsible for providing enhanced IT customer support their assigned offices, including in-office -walk-ups-
• Helping customers manage software installations and hardware repair
• Guiding customers on troubleshooting issues
• Own issues and bring them to resolution as quickly as possible while providing proactive updates
• Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
• Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
• Utilize remote support tools in support of dispatch offices where a technician is not always on site
• Finding solutions from previous cases using the Knowledge Base
• Communicate knowledge gaps in issue resolution
• Ensure tickets are properly updated and asset management system is properly updated
• Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate
• Assists with events in-offices or conferences
• Provide on-site support for client meetings
• Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
• Maintenance of on-site IT space and routinely monitor inventory stock
• Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
• Other duties as assigned

Requirements

• College degree or equivalent combination of education and experience
• 1 to 3 years of experience in field service support working with technology industry
• Prior experience with end user services, information technology or related field
• Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
• Flexibility to learn new technologies and quickly adapt
• Strong communication skills
• Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
• Technical knowledge regarding the clients applications and services
• Strong knowledge of Windows Operating systems
• Strong Knowledge of Office products
• Knowledge of Remedy or ServiceNow ticket systems
• Established laptop hardware experience
• Understanding of mobile devices calendar and mail support for iOS and Android
• Basic analytical and problem-solving skills
• Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
• Strong interpersonal skills to interact with clients and team members
• Strong organizational skills
• Strong communication skills
• Ability to work independently but also in a team environment