Desktop Support Technician | US Citizen | Onsite DC | Eligible for Public Trust

General Dynamics • Washington, DC

401d • $55,245 - $74,755 • Remote

About The Position

The Desktop Support Technician provides essential technical support to users on end-user hardware, ensuring efficient operation of desktop and laptop computers. This role involves troubleshooting hardware and software issues, configuring IT devices, and maintaining a high level of customer service while interfacing with users. The technician is responsible for documenting support requests and actions taken, as well as participating in special projects as needed.

Requirements

• Associates Degree with 1+ year of IT experience or 3+ years IT experience in lieu of degree.
• 3+ years of technical support experience with desktop and laptop computers.
• Experience with Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite.
• Strong customer service and end-user equipment support skills.
• Experience using a ticketing system, preferably ServiceNOW.

Nice To Haves

• ITIL foundations certification or ability to obtain certification within 6 months.
• Apple Certified Support Professional certification.
• Microsoft Certification for Windows 10.
• CompTIA A+ certification.
• CompTIA Security+ certification.
• CompTIA Network+ certification.

Responsibilities

• Configures, installs, and supports desktop and laptop computers, printers, and other peripherals.
• Provides technical support and troubleshooting for software applications on desktop and laptop computers.
• Relocates IT equipment including desktop computers and printers.
• Offers end-user software troubleshooting and support, including daily maintenance and incident resolution.
• Configures IT devices for secure operation, including installation of security software and updates.
• Diagnoses hardware and software failures and communicates remediation plans to users.
• Provides software support for user applications and general use of computers and peripherals.
• Maintains desktop inventory and software distribution, including security maintenance.
• Conducts virtual/remote assistance sessions using Bomgar and Apple Remote Desktop.
• Documents all user requests and actions taken in the ServiceNOW ticketing system.
• Re-images desktops and laptops and deploys new equipment to end users.
• Tracks and updates the movement of all IT assets within stipulated tracking systems.
• Retrieves equipment from departures for re-imaging and reassignment.
• Performs advanced diagnostics and repairs for PCs, laptops, and peripherals.
• Contributes to Help Desk SOPs and Training manuals for Tier I/II support.

Benefits

• Paid jury duty
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Associate degree
• Number of Employees: 10,001+ employees