Our client, an IT Services organization supporting commercial and federal clients, is seeking a Desktop Support Specialist to provide Tier I/II to internal users and coordinate directly with the Manage Services team. This role will serve as the first contact for internal CUSTOMER Staff who need end user technical assistance via the phone or email.

The initial contract is for 6-12 months with the potential to extend based on job performance and business needs. The selected IT Support Specialist will be required to work onsite Monday to Friday in Reston, VA. Travel by car to additional customer facilities in or near Reston may be necessary.

Essential Duties and Responsibilities:

1. Ticket Assignment oversight.
- Create, work on, and collaborate with our client's support team to close service tickets
- Maintain/Manage inventory data
2. Account Management
- User Account: - Collaborating with Red River for Managing users accounts with Active Directory
- Other Applications: - Managing users accounts in other Applications such as Office 365, Adobe Cloud, etc.
- Permissions: Assigning files and folder permissions.
- New Hire & Departure: Assist with preparing new hires and departures.
3. First Call
- Answering IT hotline calls, creating tickets for these requests.

4. Deskside / Remote Support
5. Mobile Devices
- Troubleshoots and assists in resolving technical problems and provides support to all departments in connection with mobile devices such as iPads, iPhones, and Android devices.
- Utilizes mobile device management software to maintain inventory of customer-owned mobile device fleet.
6. Provides first-tier technical support to CUSTOMER staff on desktop, printer and hardware issues that are non-application and non-networking.
7. Escalates support to our client's team to troubleshoot networking issues.
8. Software & Hardware Support
- Serves as first tier technical support on telecommunications operations.
- Troubleshoots and resolves technical problems and provides support to all departments in connection with VoIP telephone and voicemail systems.
- Procures and maintains inventory of telecommunications equipment. Manages moves, adds, and changes of telephone and voicemail configuration.
- Performs first-tier installation, maintenance, configuration, data transfer and troubleshooting on workstation hardware and software.
- Images computers by using MDT.

Required Skills

- BS in IT + (MCP or MTA or MCSA or MCSE) = 0-1+ years.
o AS in IT + (MCP or MTA or MCSA or MCSE) = 2+ years.
o No Degree + Hands on IT Desktop experience = 2+ years
- Other qualifications maybe substituted with above.
- Must be able to support & troubleshoot MS Windows-based client workstations (Windows 10, Windows 11 operating systems) and Microsoft Office applications, M-365).
- Able to troubleshoots and resolves technical problems with VoIP telephone and voicemail systems.
- Possess very strong oral and written communication skills
- Ability to design and deliver staff training lessons on MS Office applications
- Ability to organize and prioritize work
- Ability to work with minimal supervision
- Ability to approach technological issues rationally and triage appropriately as needed
- Strong emphasis on customer-oriented service approach.