InfoSpekta LLC.
Senior Desktop Support Specialist
InfoSpekta LLC., Rockville, Maryland, us, 20849
Welcome to a career at InfoSpekta, where we’re dedicated to providing impactful solutions to the intricate challenges faced by Federal Government agencies. As a leading certified Woman-Owned Small Business (WOSB), we specialize in Financial, Budget, Procurement, Grant Management, and Information Technology (IT) Support Services. At InfoSpekta, we recognize the pivotal role of technology in today’s organizations. Our approach is centered on aligning technology solutions with our clients’ strategic goals, ensuring that technology serves as a powerful tool to drive their success.If you’re passionate about making a difference and thrive in a dynamic environment where innovation meets excellence, explore our current job openings to join our team of dedicated professionals.Job ID 32-2015 – Senior Desktop Support Specialist
InfoSpekta is actively searching for a talented Senior Desktop Support Specialist to provide level 3 desktop technician and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for exposure to a variety of tools and learning opportunities. You must be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long-term projects frequently, displaying advanced problem-solving skills and creating novel solutions.The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.Responsibilities
Tier 3 support handles the most intricate technical issues, conducts thorough root cause analyses, and delivers custom solutions to the user community. This level of support also maintains comprehensive standard operating procedures and plays a key role in the continuous optimization of the environment.IT Service Desk Tier 3 Support ServicesTier 3 Support is responsible for:Fostering continuous improvement and knowledge sharing within the organization by actively contributing to the knowledge base. Document complex troubleshooting procedures, solutions, and best practices.Providing in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 and Tier 2 support.Documenting detailed troubleshooting steps, solutions, and resolution times for escalated incidents.Performing in-depth root cause analysis to determine the underlying reasons for recurring issues.Identifying the root issue and documenting the analysis in detail in ServiceNow, including screen captures and other visuals when needed. Provide recommendations, preventive measures, and action plans to address the root cause and mitigate future occurrences.Collaborating directly with vendors’ technical support teams for vendor-specific software or hardware issues.Qualifications
5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support.Familiarity with both Windows PCs and MacOS X workstations.Proven work experience as a desktop support engineer or support technician.Active Directory Management experience.Excellent written and verbal communication skills.Proven ability to troubleshoot and solve technical problems and create customer-focused solutions.Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly.Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus.Education
Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience.
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InfoSpekta is actively searching for a talented Senior Desktop Support Specialist to provide level 3 desktop technician and desk-side support for devices including desktops, laptops, printers, scanners, and mobile devices. This position requires a versatile technical resource who is both client-focused and solution-focused, as well as looking for exposure to a variety of tools and learning opportunities. You must be able to interact with senior executives frequently and with ease. You will transition from quick break/fix tasks to long-term projects frequently, displaying advanced problem-solving skills and creating novel solutions.The successful candidate will be responsible for supporting a broad range of IT initiatives, including laptop/desktop hardware, workstation imaging, videoconference hardware/software, MS Office/Office365, BigFix, and other COTS products. The candidate must work well with other technology team members as well as independently, maintaining communication with team members and agency leadership.Responsibilities
Tier 3 support handles the most intricate technical issues, conducts thorough root cause analyses, and delivers custom solutions to the user community. This level of support also maintains comprehensive standard operating procedures and plays a key role in the continuous optimization of the environment.IT Service Desk Tier 3 Support ServicesTier 3 Support is responsible for:Fostering continuous improvement and knowledge sharing within the organization by actively contributing to the knowledge base. Document complex troubleshooting procedures, solutions, and best practices.Providing in-depth troubleshooting for software applications, operating systems, and network problems. Resolve incidents escalated from Tier 1 and Tier 2 support.Documenting detailed troubleshooting steps, solutions, and resolution times for escalated incidents.Performing in-depth root cause analysis to determine the underlying reasons for recurring issues.Identifying the root issue and documenting the analysis in detail in ServiceNow, including screen captures and other visuals when needed. Provide recommendations, preventive measures, and action plans to address the root cause and mitigate future occurrences.Collaborating directly with vendors’ technical support teams for vendor-specific software or hardware issues.Qualifications
5+ years of experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support.Familiarity with both Windows PCs and MacOS X workstations.Proven work experience as a desktop support engineer or support technician.Active Directory Management experience.Excellent written and verbal communication skills.Proven ability to troubleshoot and solve technical problems and create customer-focused solutions.Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly.Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus.Education
Bachelor’s degree in an IT-related field, but can substitute Associates degree with 10+ years relevant experience.
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