Desktop Support Specialist - KeenLogic

KeenLogic is seeking to hire a Desktop Support Specialist in 1 of 3 locations in Washington, DC. This is a full-time on-site position offering Fortune 500 level health benefits, PTO, 401k, Life Insurance, and monthly reimbursement for travel.

The ideal candidate will have 4+ years of experience with Desktop Support and will be familiar with Windows, Active Directory, Troubleshooting, Imaging/Reimaging, SCCM, Analyzing, Diagnosing, and resolving hardware, software, and network problems.

Requirements/Experience:

• Exceptional customer service support and interpersonal skills are required as well as excellent telephone etiquette.
• Active Secret Clearance Required
• Degree in Computer Science (preferred)
• 4+ years of Desktop Support Experience (Troubleshoot, diagnose hardware, software network, analyzing and resolving PC software/ hardware, imaging/reimaging, etc.)
• Knowledge of Windows Operating Systems
• 1-2 years of Desktop Support Experience (Troubleshoot, diagnose hardware, software network problems, analyzing and resolving PC software/ hardware etc.)
• Knowledge of Windows Operating Systems.
• Knowledge on Active Directory
• Knowledge of Local Area Networks (LAN)
• Knowledge of SCCM
• Able to work independently, take responsibility with initiative and problem solving
• Ability to work a flexible schedule and extended work hours as required based on current projects.
• Excellent written/spoken communication skills

Job Duties and Responsibilities:

• Responsible for direct interaction with end user customers and technical support to resolve computer, printer, application, network, and internet issues
• Troubleshoot and diagnose hardware, software and connectivity issues for end users as well as reporting all hardware, software, and network problems
• Work with other team members to roll-out hardware and software upgrades; test/implement new equipment and services
• Diagnose equipment hardware problems for repair or replacement
• Analyze and resolve PC hardware, software, system access, network, and other technical issues
• Follow up with customer to ensure problems are resolved successfully/satisfactorily
• Perform end user operation/procedure training and/or documentation
• Track/document issues and escalate if appropriate
• Be able to multi-task with heavy caseload and respond to user requests in a timely fashion
• Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure accurate communication at all times ensuring customer is aware of incident activity, updates, and closure
• Perform imaging and reimaging of desktop computers to ensure standardized configurations and smooth deployment of new systems and software
• Utilize System Center Configuration Manager (SCCM) to deploy, manage, and maintain desktop systems, ensuring efficient software distribution and updates
• Troubleshoot and diagnose hardware, software and connectivity issues for end users as well as reporting all hardware, software, and network problems.
• Work with other team members to roll-out hardware and software upgrades; test/implement new equipment and services.
• Diagnose equipment hardware problems for repair or replacement.
• Analyze and resolve PC hardware, software, system access, network, and other technical issues.
• Follow up with customer to ensure problems are resolved successfully/satisfactorily.
• Perform end user operation/procedure training and/or documentation.
• Track/document issues and escalate if appropriate.
• Be able to multi-task with heavy caseload and respond to user requests in a timely fashion.
• Provide timely, efficient, and friendly customer service to all end users; display effective customer relations skills to enhance satisfaction. Must ensure accurate communication at all times ensuring customer is aware of incident activity, updates, and closure.