Mid-Level Desktop Support

Location: On-site (Shift) Washington DC - Local DMV




Work Experience:
The posting below is for a 1st Shift Information Systems Analyst position, full-time ONSITE at Client Board's Washington DC campus. VENDORS ARE EXPECTED TO PRE-SCREEN ALL RESUMES AND CANDIDATES. The Board's Division of Information Technology is seeking a Desktop Support Analyst with strong experience to serve as part of a Tier 2/3 organization. This contractor position will be in support of Client Board's Desktop Support team and the analyst who fills this position will be required to work a set 1st shift schedule Monday - Friday.
The candidate should demonstrate strong technical knowledge with asset management experience. The successful candidate will be expected to interface with internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential, including attention to detail in documentation procedures. This position may require on-call rotation responsibility for emergency hardware issues, occasional travel, weekend, and/or overtime work.

Technical Skills:
The candidate is required have:
1. At least Five years of overall IT experience, including a minimum of Five years of experience providing general desktop support with previous experience opening and maintaining support cases via enterprise IT service management, e.g. ServiceNow
3. At least Five years' experience with hands-on computer and printer hardware troubleshooting and support. Familiar with hardware component troubleshooting (motherboards, hard drives, RAM, etc).
4. Experience working with OEM tech support, such as initiating tech support tickets and coordinating returns and exchanges with vendors. Experience with Client Warranty portal preferred.
5. Experience with inventory management and logistical support. Working knowledge in hardware asset management in ServiceNow is preferred.
6. At least Five years' experience in with installing, configuring, and supporting Microsoft Windows 10/11 operating systems on laptops and desktop computers in a client/server environment.
7. At least 5 years' experience in supporting common applications, such as Microsoft 365; proficiency with imaging solutions for hardware deployment
8. Experience with providing high level executive service to all clients.
9. Strong interpersonal and communication skills who can work with people at various levels of the organization. This position will interface with clients via phone, Teams, e-mail, and in-person. Demonstrated ability to concisely summarize and document client issues is required.
10. Planning and executing activities using Excel and SharePoint.
- Excel skills should include how to use formulas including lookups and conditional statements
11. Knowledge of smartphone support and administration, e.g. iPhones and iPads.
- Intune experience preferred.
12. Strong skills using Service Now to create dashboards and queries to manage queues.
13. Strong Level 1 network and VPN diagnosis and troubleshooting skills.
14. Demonstrated analytical and problem-solving skills.

Education:
BS/BA in Information Systems, Computer Science or related field HIGHLY DESIRABLE *** A+, MCDST, MTA, MOS, or similar certification is PREFERABL