Deskside Support Engineer

Description:

**Onsite | Ashburn, VA**

Our client has an exciting opportunity for a Deskside Support Engineer.

Due to client requirement, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $20 - $30 / hr. w2

• Responsible for providing desk side support to end users for complex issues regarding response and resolution.
• Escalation point for Junior and Mid level desk side engineers.
• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
• Troubleshoots complex issues that were unable to be remediated by.
• Troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
• Provides Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
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• Perform IMAC procedures and lifecycle refresh activities.
• Familiarity with ServiceNow a plus
• Provide updates in ITSM system to document problem resolution progress and meet SLAs.

• Must have a minimum of 4 years of experience providing desk side support, specializing in troubleshooting complex and advanced end-user issues with hardware and software.
• Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
• Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment.
• Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.
• Need to be able to work independently and as part of a team.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.
• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
• Troubleshoots complex issues.
• Updates status of queued service requests with the IT service management system.
• Customer service and communication skills
• Remote and Deskside Experience troubleshooting hardware and software issues
  
  
  
  • Troubleshooting Microsoft Windows
  • Installation and configuration of new machines in a Windows environment.
  • Smart cards / PIV cards (general knowledge)
  • Experience with Office 365, VPN, Active Directory, Thin Client
  • Provide Remote Tool Support
  • Conference Room / VTC Setups
  • HDI Desktop Tech
  
  
• Possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions.
• Exceptional organization skills, scheduling, and the ability to document processes.
• Strong skills with imaging machines and troubleshooting during the image process are a plus.