Deskside Support

Optimal Networks•Rockville, MD

75d•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 11, Office 365) you will also support other technologies, such as Macs and 3rd-party software (Quickbooks, document management systems, Dropbox, etc.).

Requirements

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.
Ability to participate in on-call rotation.
High school diploma or GED
CompTIA A+.
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.
Service/Help Desk, "or Deskside Support"
Experience: (MSP) Experience in a Service Desk "or Deskside Support" Role

Nice To Haves

Demonstrated knowledge and understanding of Microsoft Windows Server products (2016, 2019, 2022, 2025), 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
Managed Service Provider (MSP) Experience in a Service Desk Role

Responsibilities

Handling customer technical support cases through phone and email submission
Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
Provide superb technical support for.
End-user devices; desktops, laptops, mobile devices, printers, scanners etc.
Desktop Operating Systems – Windows and macOS
Software Support across various types of software (e.g., 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.
Provide case status updates to management and end-users according to service level guidelines
Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer
Provide / offer guidance and help users solve common IT problems.
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.
Participate in regularly scheduled On-Call rotaion
Perform miscellaneous job-related duties as assigned