Desktop Support Specialist

/*/*/* US Citizenship Required/*/*/*/**Job Overview**Sanametrix* is a minority-owned small business headquartered in Arlington, Virginia. We specialize in providing focused research and analysis, technology, and program support solutions to federal agencies.Sanametrix is currently identifying qualified candidates for an on-site Desktop Support Specialist position located in Washington, DC.This is a full-time position with a work schedule of 8:00 AM EST to 5:00 PM EST, Monday through Friday.We are seeking a skilled and motivated Desktop Support Technician to join our IT team. This role is essential in providing technical support and troubleshooting for end-users, ensuring that all desktop systems and applications function efficiently. The ideal candidate will have a strong understanding of networking concepts and be able to communicate effectively with both technical and non-technical staff.*Duties** Configures, installs, and supports desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.* Provides enhanced desktop and end user support service to VIP customers.* Relocates IT equipment including desktop computers, monitors, portable data storage devices, and other general peripherals.* Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.* Connects and configures IT devices to use computer networks.//* Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates.* Provides software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.* Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.* Provides virtual assistance sessions using Windows Remote Assistance and Apple Remote Desktop.* Develops end-user documentation and instructions.* Contributes knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.* Supports disaster recovery and adapts to various types of situations, clients, and tools.* Ability to work well under pressure and to meet deadlines as needed.* Uses an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.* Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints* Stays in regular communication throughout the day with other tiers of support and Management staff.* Maintains a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.Participates in troubleshooting of issues with the drive towards root cause identification*Requirements** .· Must be able to obtain and maintain a Public Trust security clearance* Eight (8) or more years of desktop support experience or a bachelor's degree in a technical discipline with five (5) or more years technical support experience.* Technical support is defined as experience with current desktop and laptop computers and various operating systems to include one or more of the following: Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite.* Experience using ticketing system (preferably ServiceNOW)* Strong customer service and equipment support skills*Desired Skills, Qualifications, Certifications:*· Dell Certified Technician· Help Desk Institute (HDI)· CompTIA A+· CompTIA Network+· CompTIA Security++· BA/BS in a technical discipline· MCSA: Windows 10· MCSE: Desktop Infrastructure· MCDST: Microsoft Certified Desktop Support Technician* Strong written and oral communications* ITIL foundations certification or ability to obtain certification within 6 monthsJob Type: Full-timePay: $65,179.00 - $70,838.00 per yearBenefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Flexible schedule* Flexible spending account* Health insurance* Health savings account* Paid time off* Professional development assistance* Tuition reimbursement* Vision insuranceSchedule:* Monday to FridayExperience:* Desktop support: 6 years (Preferred)* Windows: 6 years (Preferred)Ability to Commute:* Washington, DC 20202 (Required)Ability to Relocate:* Washington, DC 20202: Relocate before starting work (Required)Work Location: In person

Created: 2025-01-14