Metropolitan Washington Airports Authority · 23 hours ago
Deskside Specialist
Sterling, VA
Full-time
Onsite
Mid Level
$32/hr - $45/hr
3+ years expMetropolitan Washington Airports Authority is seeking a Deskside Specialist to provide efficient technical support for various computer systems. The role involves resolving hardware and software issues, creating request tickets, and ensuring customer satisfaction through effective problem management.
Air TransportationTravel
Responsibilities
Responds to service requests from users to resolve desktop, laptop, print, telephone, and hardware problems; enterprise application problems/accessibility issues; desktop engineering initiatives; and/or other advanced queries
Provides assistance calls for software, hardware, application problems, telephone problems, and installation support from users at DCA, IAD, Dulles Toll Road, and Dulles Corridor Metrorail Project
Creates request tickets, enters user and problem information into the Division’s ticket tracking system, documenting problem information
Conveys ticket status and expected resolution timeframe to the user
Works with users to troubleshoot reported problem(s); works remotely using Tier II remote troubleshooting/diagnostics or remote access software
Elevates more complex problems to staff qualified to handle Tier III problems and keeps Supervisor informed; coordinates resolution of problems requiring “deskside” attention
Provides deskside installation, maintenance, and repair for PCs and components including configuration management services; assists the Desktop Engineer in configuring computers
Supports implementation of new standard software or updates to software as adopted
Practices Total Contact Ownership on all assigned problems/installations working to ensure a high degree of customer satisfaction
Ensures closeout of tickets and that the user has been sent a service evaluation to complete
Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices
Performs other duties as assigned
Qualification
Required
Three years of progressively responsible experience in IT deskside service delivery that includes providing hands-on IT problem resolution (including break/fix and asset refresh activities) in a high volume customer service environment
Knowledge of and the ability to provide associated Tier II support and service resolution for MS Office Suite and software (Word, Excel, Outlook, Access, PowerPoint), IBM PC and PC-clone computers/operating systems, and personal and network printers, scanners, and other IT related equipment
Knowledge of ITIL foundations as related to providing Tier II deskside support
Knowledge of and skill in using a range of IT diagnostic utilities in Tier II service resolution
Knowledge of ITIL IT Service Management industry service levels and IT Service Management concepts and ability to provide excellent technical/non-technical support with outstanding customer service
Ability to analyze data and information and resolve problems and make recommendations
Ability to speak and write effectively
A high school diploma or a Certificate of General Educational Development (GED)
A state driver's license in good standing
Certification in A+ from CompTIA within 180 days of hire, promotion, or placement in the job
Certification in ITIL v3 Foundations from AXELOS or other accredited organization within 180 days of hire, promotion, or placement in the job
Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) within 180 days of days of hire, promotion, or placement in the job
Preferred
Associate's Degree in Computer Science, Telecommunications, or Management Information Systems (MIS)
Certification in A+
Certification in ITIL v3 Foundations
Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint)
Company
Metropolitan Washington Airports Authority
The Airports Authority operates a two-airport system (Reagan National & Dulles International) that provides domestic and international air service for the mid-Atlantic region.
1001-5000 employees
H1B Sponsorship
Metropolitan Washington Airports Authority has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (4)
2023 (6)
2022 (4)
2020 (14)
Funding
Current Stage
Late StageLeadership Team
Dhamotharakkannan Srinivasagam
Chief Technology Officer- MWAA Labs
Goutam Kundu
Executive Vice President and Chief Information and Digital Strategy Officer
Recent News
2025-11-21
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