Desktop Support Specialist

JCS Solutions LLC•Bethesda, MD

2d•$60,000 - $90,000

About The Position

JCS Solutions is seeking a Desktop Support Specialist with Windows support experience to provide customer-centric desktop support services as part of a high-performance team. The position is located in Bethesda, Maryland, and requires the ability to obtain a Public Trust clearance. The role supports in-office and remote users, resolving hardware and software issues and maintaining end-user equipment.

Requirements

United States citizenship.
Ability to obtain a Public Trust clearance.
Associate degree or equivalent experience.
At least four years of experience as an IT Desktop Technician supporting a Windows desktop and laptop environment.
Strong knowledge of Bomgar or an equivalent remote-support tool.
Ability to lift 30 pounds.
Strong oral and written communication skills.

Responsibilities

Identify, troubleshoot, and resolve hardware and software problems.
Provide customer service in person and remotely using tools such as Bomgar, Cisco Jabber, Microsoft Teams, Zoom, and Windows Remote Control.
Use ServiceNow to log, track, and document incidents.
Respond to escalated tickets, resolve customer issues, and prioritize and manage the ticket queue.
Work independently on day-to-day operations.
Facilitate repairs and maintenance of laptops, desktops, printers, AV equipment, and other equipment as required.
Install, configure, and maintain Windows peripherals and end-user equipment such as phones and tablets.
Support in-office walk-ups and provide remote assistance.
Run diagnostic tests to isolate system problems and assist with troubleshooting and resolution.