Technical Support Specialist (Level 1 And 2)

TEKsystems•Sterling, VA

6d•$30 - $40•Onsite

About The Position

Our client is hiring a Desktop Support Specialist for its Sterling office, which supports approximately 150 to 200 onsite users including the CEO. This role is part of a 16-person IT support team that serves over 5,000 users nationwide across 25 offices and hundreds of job sites. While the primary focus is providing hands-on technical support (level 1 and 2) at the local level, the position also provides day to day remote tech support to all 5000 users. Figure 60% local support and 40% remote support. A typical day is mostly reactive, focusing on resolving issues as they arise. You start by checking emails and Teams chats for any urgent updates. Then, review the ticket queue to prioritize urgent requests. Take a quick walk around the office to be visible as the face of IT, handling walk-up requests that can range from setting up PCs, troubleshooting crashes, mapping printers, changing passwords, addressing PC performance issues, and resolving virtual desktop problems.

Requirements

Demonstrated experience resolving level one and two technical issues in a M365 cloud environment which includes:
Windows 10/11 devices joined to Entra ID (formerly Azure AD)
Microsoft 365 apps like Outlook, Word, Excel, PowerPoint, and Teams
Exchange Online for email
OneDrive for Business and SharePoint Online for file storage and collaboration
Microsoft Teams for chat, meetings, and calls
Intune for device management and compliance
Defender for Endpoint for security
Must be familiar with ITIL, Hardware Life Cycle Management, Change Management, Incident Management
Strong understanding of troubleshooting techniques and experience with remote troubleshooting tools.
Able to assist users with connectivity issues, ensuring they can access network resources and the internet.
Able to identify and resolve issues related to DNS and DHCP, such as incorrect IP addresses, domain name resolution failures, or DHCP server outages.
Ability to monitor the desktop environment using hardware and software tools.
Demonstrates a strong sense of urgency on figuring out where technical support gaps are taking initiative to improve.
Strong interpersonal skills at all levels and ability apply skills and techniques to solve problems
Excellent teamwork/collaboration skills.
Ability to establish and maintain a high level of user trust and confidence and the ability to manage client expectations.
Strong writing and speaking skills to explain technical solutions to both technical and non-technical individuals.
Ability to work with minimal direction - no manager looking over your shoulder
Must be good at following established processes and procedures. This is an engineering company so everyone is detail oriented.

Responsibilities

Provides level 1 and level 2 tech support to local and remote offices
Provides support via walk-up, phone, chat, or email.
Resolves all first and second level support requests
Documents incidents and problems in Zendesk (moving to Halo) and escalates issues to the appropriate teams when required.
Serves as the technical liaison to all users company wide, able to resolve technical issues within the desktop computing environment.
Trains users on how to use hardware and software where necessary.
When down time, which is rare, documents new procedures and processes within technician knowledgebase.