Deskside Specialist

Ignite IT•Washington, DC

4d•Onsite

About The Position

As a Deskside Specialist you will provide excellent customer service, clear and concise communication, maintain a positive demeanor, and provide technical proficiency across Microsoft Windows and Apple macOS environments. You will resolve incidents in a timely manner for government staff to include but not limited to PCs, Macs, mobile devices, conferencing systems, and cloud collaboration tools.

Requirements

3+ years of hands-on experience configuring, troubleshooting, and supporting IT systems, hardware, software, and an understanding of networking concepts.
3+ years of experience with common operating systems (e.g., Windows, macOS) and productivity tools (e.g., Microsoft Office Suite).
3+ years of experience with ticketing systems and documentation of support activities.
Experience managing and tracking VIP assets and incidents using ServiceNow or equivalent ITSM tools.
Basic knowledge of cybersecurity practices and safe computing principles.
Ability to manage multiple service requests and prioritize tasks effectively.
Solid problem-solving and troubleshooting skills for resolving technical issues.
Excellent communication and interpersonal skills to assist non-technical users.
Customer service orientation with a focus on user satisfaction.
US CITIZENSHIP REQUIRED

Nice To Haves

Relevant certifications such as CompTIA IT Fundamentals (ITF+) or A+ are preferred.
Applicants selected may be required to possess and maintain a government clearance

Responsibilities

Respond to and resolve Tier II IT support requests at the client’s workstation/desk.
Troubleshoot hardware, software, and network connectivity issues for end-users.
Provide guidance on the use of IT systems, applications, and tools.
Setup, configure, and maintain end-user devices such as desktops, laptops, and peripherals.
Perform routine system checks and updates to ensure functionality and security.
Support onboarding processes by configuring accounts and devices for new users.
Document and track service requests, resolutions, and user interactions in a ticketing system.
Escalate unresolved or complex issues to higher-level support teams.
Maintain knowledge of organizational IT policies and procedures to ensure compliance.
Deliver excellent customer service and maintain professionalism in all user interactions.