Desktop Support Specialist ( Mid-Level) (Washington)

Desktop Support Specialist

TriTech Enterprise Systems Inc. (TriTech) is seeking an onsite 'Desktop Support Specialist' to provide the line of support for all employees and contractors within 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 levels and continuous service delivery demands.

The DSS will work in a dynamic, fast-paced environment providing service over the phone, email, 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. The locations include the main customer site at 3924 Minnesota Ave, NE, Washington, DC 20019, as well as up to 7 more addresses.

Roles and Responsibilities :

• Aid customers who experience technical problems. Most commonly desktop computers, laptops, tablets, desktop printers and print services support.
• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit.
• If offsite, talking customers through a troubleshooting process and working together to rectify problems.
• Implement effective IT solutions for customers and employees concerning basic desktop support and print services.
• Record events and update statuses in an identified database such as Service Now, email, and possibly QuickBase.
• Installation and maintenance of computer software for all agency-computing platforms such as MS Office, Adobe, MS Project, and MS Visio.
• Ensures proper security and network operations for the agency as it pertains to McAfee only.
• Ensures the installation and maintenance of print services secure print software.
• Performs quality assurance reviews of print services secure print software.
• Participates in the preparation, with vendor, of print services secure print software training materials for DGS employees.
• Map users to printers or print services secure print solution.
• Manually map users to network drives.
• Organizes and conducts appropriate training meetings, when appropriate.
• Support all printers and scanners.
• Identify basic technology-based problems and their root causes; take responsibility for timely troubleshooting and resolution using proven tools, resources, and approved processes.
• Provide secure print training to DGS end users.

Required Skills / Level of Experience :

TriTech is an Equal Opportunity Employer!!!