Desktop Support Specialist - Insight Global

Desktop Support Specialist

Location: Hybrid in Bethesda, MD (onsite 3x/week)

Duration: 6-month contract to hire (4 years remaining on a 5 year program)

Salary Range: $60-70k depending on level of experience

Must Haves:

• Eligibility to be processed for a Public Trust
• 4+ years of experience as an IT Desktop technician supporting a Mac desktop/laptop environment
• Associates Degree or higher
• Strong knowledge of Bomgar or equivalent tool for providing remote support is required
• Must be able to lift 30 pounds

Responsibilities:

• Identify, troubleshoot, and resolve hardware and software problems.
• Provide exceptional customer service both in the office and using remote tools such as Bomgar, Cisco Jabber, Microsoft Teams and Zoom.
• Utilizing Service Now to log, track, and document incidents to ensure customer problems are resolved.
• Respond to escalated tickets, provide solutions for reported customer problems, 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 Apple peripherals and other end-user equipment such as iPhones and iPads.
• Support in-office walk-ups and remote assistance while providing quality customer service.
• Run diagnostic tests to isolate system problems, assist with troubleshooting and resolving issues.