Cyberdata Technologies, Inc. · 17 hours ago
Mid Desktop Support (Windows-Mac) (NEI-11)
Bethesda, MD
Full-time
Onsite
Senior Level
5+ years expCyberData Technologies, Inc. is an established technology solution provider based in Reston, Virginia, seeking a reliable and detail-oriented PC / MAC Desktop Support Technician. This role is critical in providing comprehensive IT support for both Windows and Mac environments, ensuring operational excellence and a seamless user experience for end-users.
Information TechnologyiOSSoftware
Responsibilities
Organize and direct hardware installations on site surveys
Assess and document current site network configurations and user requirements
Design and optimize network topologies to ensure effective performance
Analyze and develop hardware requirements, preparing specifications for hardware acquisitions
Direct and lead the preparation of engineering plans and Technical Design Packages for site installations
Develop and manage hardware installation schedules
Mobilize and coordinate the installation team for deployments
Create and maintain documentation of configuration changes at each site
Prepare comprehensive site installation and test reports
Coordinate post-installation operations and maintenance support
Receive, log, and manage user-reported incidents
Process service requests, ensuring timely delivery and adherence to service standards
Provide Incident Management based on ITIL Framework, managing unplanned interruptions and ensuring timely resolution
Deliver Request Fulfillment services, addressing standard changes and service requests promptly
Manage the lifecycle of Problems through Problem Management processes, preventing incidents and minimizing their impact
Provide VIP support for approximately 20 VIP users, ensuring superior service
Incorporate findings from incident resolutions into a structured Knowledge Base for future reference
Maintain and update a Knowledge Base to improve resolution times and service efficiency
Qualification
Required
A minimum of 5 years of experience in desktop support for both Windows and Mac environments
Proven ability to manage hardware installations, including site surveys and post-installation maintenance
Strong understanding of network configurations, hardware requirements, and installation processes
Familiarity with ITIL Framework processes, including Incident Management, Request Fulfillment, and Problem Management
Proficiency in creating and maintaining technical documentation and knowledge bases
Exceptional customer service and communication skills, with the ability to provide VIP support
Ability to prioritize tasks, manage multiple incidents simultaneously, and meet established SLAs within a ServiceNow ticketing environment
Preferred
Bachelor's degree in IT or a related field is preferred
Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus
Benefits
Competitive salaries
Bonuses
Generous benefit packages
Paid time off
Company
Cyberdata Technologies, Inc.
CyberData Technologies delivers mission-critical IT services to federal agencies across Health, Defense, Intelligence, and Civilian sectors.
201-500 employees
H1B Sponsorship
Cyberdata Technologies, Inc. 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
2020 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase