IT Support

Location: Rockville, MD

Rockville, Maryland, is a vibrant city known for its diverse community and proximity to Washington, D.C. It offers a blend of suburban charm and urban amenities, making it an attractive location for professionals and families alike.

Job Summary

This position provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing. The Deskside Services Technician is responsible for consulting, oversight, and integration support of existing hardware, software, and new system initiatives directly to end-users at customer sites.

Primary Responsibilities

• Provide deskside support for any user where a ticket has been dispatched from the Service Desk.
• Stage devices (phones and computers) in preparation for deployment, including:
  • Installing OS
  • Renaming computers
  • Joining Domain
  • Installing software as per onboarding form
• Break/fix support for end-user computer devices.
• Deploy and retrieve new end-user devices, including a brief tutorial to familiarize the user with the device.
• Install specialty software not packaged in SCCM.
• Order parts to repair hardware, with leadership approval.
• Assess issues and diagnose problems with local printers.
• Perform PIN PIV resets utilizing security solutions.
• Install local printers.

Required Qualifications

• High school education or equivalent and 1 year of related experience or technical training.
• Deskside support experience for dispatched tickets from the Service Desk.
• Experience with staging devices for deployment.
• Break/fix support experience for laptops, desktops, and peripheral hardware.
• Ability to install specialty software not packaged in SCCM.
• Experience in ordering parts for hardware repair with leadership approval.
• Ability to assess and diagnose printer problems.
• Experience with PIN PIV resets utilizing security solutions.
• Local printer installation experience.

Desired Skills

• Strong presentation and communication skills.
• Ability to work quickly, accurately, and efficiently under tight deadlines.
• Highly organized, proactive, and collaborative.
• Ability to work independently and as part of a team, with flexibility to meet quick turnarounds and hard deadlines.
• Knowledge of tools and techniques specific to this service area for efficient data transition.
• Proficiency with ServiceNow.
• Knowledge of Windows 10 and Windows 11.
• Proficiency with MS Office 365 suite.