Deskside Support

Optimal Networks•Rockville, MD

20h•$29 - $34•Onsite

About The Position

As a Deskside Support Specialist, you will go on-site with our clients in the Washington DC metropolitan area to address a wide range of computer issues (slowness, hardware issues, trouble connecting to resources, monitors, printers) to user management (such as password resets or adjustment of group membership in Active Directory, or new user onboarding). You will also perform ad-hoc onsite visits for clients that have immediate needs (such as computer crashes or new computer deployments). You will participate in new computer deployment projects (imaging new workstations and setting them up for the specific users, etc.). You will also assist with our support center, providing phone end-user support to our clients. While our staff primarily work within Microsoft systems (Windows Server, Microsoft Exchange, Windows 10, Office 365) you will also support other technologies, such as Macs and 3rd-party software (Quickbooks, document management systems, Dropbox, etc.).

Requirements

Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is fixed the first time, every time.
Strong knowledge of customer service practices and procedures
Strong interpersonal and communication skills, able to translate technical issues to non-technical people
Developed troubleshooting and diagnostic skills
Demonstrated ability to function in a non-scripted helpdesk environment
Demonstrated experience providing remote support via remote tools
Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.
High school diploma or GED
CompTIA A+ or Microsoft MS 900
2+ years of Service/Help Desk experience providing IT Support
Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools.
Experience: (MSP) Experience in a Service Desk "or Deskside Support" Role

Nice To Haves

Demonstrated knowledge and understanding of Microsoft Windows Server product, Microsoft Azure Cloud based services.
Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)
HDI – Support Center Analyst (HDI-SCA)
ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
CompTIA Network+, CompTIA Security+.
Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate

Responsibilities

Handling customer technical support cases through phone and email submission.
Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
Provide excellent end user support for end user devices: desktops, laptops, mobile devices, printers, scanners.
Desktop Operating Systems: Windows and MacOS
Software Support: MS Office, POS system, accounting software etc.)
User Administration and Identity Management: Active Directory, MFA (Azure AD, Okta etc.)
Cloud based (SaaS) system: Microsoft 365, Windows365 etc.
Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording.
Ensures the user is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket.
Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
Create and maintain relevant process, procedure, and knowledge article documentation.
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
Perform miscellaneous job-related duties as assigned