**Job Details**

**Desktop Support Specialist - (34)**

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Job Title Desktop Support Specialist Job Classification Hourly Job Type full-time Category Information Technology Location ROCKVILLE, MD 20852 US (Primary)

# of Hires Needed 2 Job Description LCG is seeking an IT Desktop Support Specialist (Tier 1) to be a member of our team supporting 2500 users at an HHS agency. The work location is in Rockville, MD near the Twinbrook Metro station. The person filling this position will provide support to on-site employees for a variety of IT related issues. The support may be provided in a walk-in support area, by telephone, or by a desk-side visit.

**Essential Responsibilities:**

* Provide end-user troubleshooting and support for client staff to include desktop, laptop, applications, and operations.

* Provide end-user troubleshooting and support for client staff on network and desktop printers.

* Configure workstation and laptops with standard desktop image and install applications; optimize for performance and operation

* Set up and distribute cellular devices, including activate, suspend, and update

* Provide support to users who report in person to the client eSource Room, by telephone, or through a desk-side visit.

* MS Teams and Zoom technical troubleshooting/support

* Provide one-on-one telephone and desk-side assistance to end-users on the standard core applications

* Ensure all tickets are documented with current status, customer communications and full description of the problem/resolution daily

* Provide updates to the customer regarding the problems status when the projected completion time for problem resolution changes or if the customer requests status

* Adhere to official Client/OIT Property Management procedures for all equipment installs, moves, loans or accessing as defined by the Government

* Support and troubleshoot PIV authentication

* Work as part of a team and independently

* Review and participate in projects that evaluate, test and introduce new technology and approaches

* Review, maintain and enforce approved procedures and quality standards

**Required Qualifications:**

* College diploma or university degree in the field of computer science or 2+ years equivalent work experience.

* Proficient in Service Now ticket system

* Minimum 2+ years demonstrated full-time experience troubleshooting current and previous Microsoft workstation operating systems.

* One to two years of related IT/telecommunications experience

* Prior experience with VOIP

* Experience with basic networking protocols including DNS, DHCP, VPNs, WAN/LAN TCP/IP

* Certifications in A+, MCSE or MCPs in current Microsoft workstation, server and applications strongly preferred.

* Knowledge of basic computer hardware, including Dell computers and laptops, printers, and mobile devices (primarily iPhones).

* Experience with desktop operating systems, including Windows 10.

* Application support experience and knowledge of Microsoft Office 2016 products to include Publisher, Outlook, Office 365, OneDrive, Access, PowerPoint, Excel, Word, Project, Teams, Zoom, Service Now, Adobe Software, LANDesk, Avaya Softphone, Symantec, Skype for Business, and OneNote

* Proven ability to work as part of a team as well as show initiative and ability to work independently.

* Mobile Device Management software (Mobile Iron).

* Avaya System Administration.

* Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

* Excellent written English communication skills

* Strong documentation skills