Desktop Support Specialist

What You’ll be Doing
As a Desktop Support Senior Technician, you will resolve laptop problems related to hardware, operating systems, and configuration issues through troubleshooting and research. You will demonstrate white glove customer support skills via face-to-face interactions and through chat and email applications. You will thoroughly document status and updates in the ticketing system. You will demonstrate expert knowledge of technologies and the willingness to learn new ones. You will manage and prioritize work effectively. You will work projects that add value and efficiency to the team and its customers. You will provide Mac support. Lastly, you will provide adherence support and coaching.
You will report to the Desktop Support Manager.
This position will require you to be onsite. There will be opportunities to work remotely, but you will have a site presence most of the time.

During a Typical Day, You’ll

• This position will require you to be onsite. There will be opportunities to work remotely, but you will have a site presence most of the time.

• Assist contacts with trouble resolution by working tickets via ServiceNOW.

• General site support activities (i.e.: daily walk through, troubleshoot network connectivity issues, or questions from customers.)

• Work with your team and partner groups with project support.

• Partner with one of our depot sites that deploy new hire or break/fix deployments.

• Work projects that contribute to support efficiency and find fixes for gaps in process.

• Remediate compliance issues on laptops.

• Update your skills or learn new skills

Key Responsibilities:

• Technical Support: Provide advanced troubleshooting and support for hardware, software, and network issues. This includes desktops, laptops, mobile devices, and peripherals.
• User Assistance: Assist users with technical issues via phone, email, and in-person support. Ensure timely resolution of issues to minimize downtime.
• System Maintenance: Perform regular maintenance and updates on systems to ensure optimal performance. This includes software updates and hardware upgrades.
• Deployment: Manage the imaging and deployment of new computers and devices. Ensure all systems are configured according to company standards.
• Documentation: Maintain detailed records of support requests, resolutions, and system changes. Create and update technical documentation and user guides.
• Training: Conduct training sessions for staff on new technologies and best practices. Provide one-on-one support and training as needed.
• Security: Implement and enforce security protocols to protect company data. Monitor systems for security threats and respond to incidents.
• Project Management: Lead and participate in IT projects, ensuring they are completed on time and within budget. Collaborate with other IT team members and departments.

Qualifications:

• Experience: Minimum of 5-7 years of experience in desktop support or a related field. Experience supporting executive-level staff is highly preferred.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.
• Technical Skills: Proficiency with Windows and macOS operating systems, Microsoft Office 365, Active Directory, and remote desktop support tools. Strong understanding of networking concepts and troubleshooting.
• Soft Skills: Excellent communication and interpersonal skills. Ability to explain technical issues to non-technical users. Strong problem-solving skills and attention to detail.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Willingness to stay updated with the latest technology trends and advancements.

Preferred Qualifications:

• Experience with mobile device management (MDM) solutions.
• Familiarity with ITIL practices and principles.
• Experience with supporting the Mac environment to include ABM and Kandji.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.