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Optimal Networks, Inc. · 1 hour ago

Deskside Support Specialist

Rockville, MD

Full-time

Onsite

Entry, Mid Level

$28.85/hr - $33.70/hr

2+ years exp

Optimal Networks, Inc. is seeking a Deskside Support Specialist to provide on-site technical support for clients in the Washington DC metropolitan area. The role involves addressing various computer issues, user management tasks, and participating in new computer deployment projects.

Cloud ComputingConsultingIT Management

Responsibilities

Handling customer technical support cases through phone and email submission

Establish, maintain, and increase client satisfaction through professional, courteous, and caring service

Provide excellent end user support for

End user devices: desktops, laptops, mobile devices, printers, scanners

Desktop Operating Systems: Windows and MacOS

Software Support: MS Office, POS system, accounting software etc.)

User Administration and Identity Management: Active Directory, MFA (Azure AD, Okta etc.)

Cloud based (SaaS) system: Microsoft 365, Windows365 etc

Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems

Document clear and concise facts-based actions and information in the ITSM system and maintain accurate time recording

Ensures the user is updated on status of incident, for communicating the solution, and is satisfied with solution before closing ticket

Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer

Create and maintain relevant process, procedure, and knowledge article documentation

Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications

Participate in regularly scheduled On-Call rotation

Perform miscellaneous job-related duties as assigned

Qualification

Customer service practicesTroubleshooting skillsMicrosoft Windows OSMicrosoft 365Microsoft Windows ServerNetworking technologiesCompTIA A+Interpersonal skillsCommunication skillsProblem solvingAttention to detailTeam collaboration

Required

Strong knowledge of customer service practices and procedures

Strong interpersonal and communication skills, able to translate technical issues to non-technical people

Developed troubleshooting and diagnostic skills

Demonstrated ability to function in a non-scripted helpdesk environment

Demonstrated experience providing remote support via remote tools

Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations

Ability to participate in on-call rotation

High school diploma or GED

CompTIA A+ or Microsoft MS 900

2+ years of Service/Help Desk experience providing IT Support

Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools

Experience: (MSP) Experience in a Service Desk 'or Deskside Support' Role