Desktop Support SpecialistTriTech Enterprise Systems Inc. (TriTech) is seeking an on-site 'Desktop Support Specialist' to provide line support to all employees and contractors within the DC Government General Services Administration (DGS). The Desktop Support Specialist (DSS) is responsible for resolving support incidents and requests, as well as meeting customer satisfaction targets and continuous service delivery requirements.The DSS will work in a dynamic, fast-paced environment providing service over the phone, e-mail, instant message, and in person.
The DSS will work as part of a team to support up to 500 end users. This is a part-time position for up to 20 hours per week.Roles and Responsibilities:Aid customers who experience technical problems. Most commonly, desktop computers (Microsoft and Mac), laptops, tablets, desktop printers, and print services supportUsing diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat, or as part of an on-site visitIf offsite, talking customers through a troubleshooting process and working together to rectify problemsImplement effective IT solutions for customers and employees concerning basic desktop support and print servicesRecord events and update statuses in an identified database, such as Service Now, e-mail, and possibly QuickBaseInstallation and maintenance of computer software for all agency-computing platforms, such as MS Office, Adobe, MS Project, and MS VisioEnsures proper security and network operations for the agency as it pertains to McAfee onlyEnsures the installation and maintenance of print services, secure print softwarePerforms quality assurance reviews of print services and secure print softwareParticipates in the preparation, with the vendor, of print services, secure print software training materials for DGS employees.Map users to printers or print services, secure print solutionManually map users to network drivesOrganizes and conducts appropriate training meetings when appropriateSupport all printers and scannersIdentify basic technology-based problems and their root causes; take responsibility for timely troubleshooting and resolution using proven tools, resources, and approved processesProvide secure print training to DGS end usersRequired Skills/ Level of Experience:IT CertificationsLaptops, desktops, and tablet hardware supportWindows 10 &11/MacsMS Office 2013, 2016, O365Copier and desktop printer supportTriTech is an Equal Opportunity Employer!!!