Desktop Support Engineer

Airlines Reporting Corp - Arlington, VA

Full-time - Mid Level

Arlington, VA

Air Transportation

About the position

As a Desktop Support Engineer at Airlines ing Corporation (ARC), you will play a crucial role in ensuring the smooth operation of our internal technology systems. This position involves the development, deployment, configuration, troubleshooting, and support of various internal employee workstations, laptops, mobile devices, printers, and deployment technologies. You will be responsible for taking ownership of escalated support requests, ensuring timely resolutions, and providing professional technical support through various channels including face-to-face interaction, chat, email, and telephone. Your expertise will be essential in identifying, researching, deploying, and resolving issues related to our end-user desktop and audio/visual (A/V) environment. Additionally, you will have the opportunity to mentor other technicians, helping to build their skill sets and enhance the overall technical capabilities of the team. In this role, you will serve as an escalation point for other technicians seeking assistance, configuring, installing, and maintaining computer equipment such as laptops, desktops, tablets, mobile devices, printers, scanners, and copiers. You will troubleshoot and remediate level 2 and 3 support issues, ensuring that all ARC devices are configured according to our security standards. Collaboration with networking and security teams will be essential as you monitor audit reports regarding security software and take necessary remediation actions. You will also be responsible for monitoring, building, and running reports in ServiceNow, our help desk ticketing system, to ensure timely responses to customer issues. Your responsibilities will include defining requirements, building install packages, configuring, and supporting Microsoft Windows and Mac operating systems, as well as applications like Microsoft Office. You will conduct regular audits of inventory management and documentation, maintain our technical facilities to the highest standards, and assist in the planning, deployment, maintenance, upgrade, and support of infrastructure and business systems. Working directly with other teams, you will resolve complex issues, remediate security vulnerabilities, and complete projects while providing exceptional customer service and setting proper expectations with end users regarding service delivery times.

Responsibilities

• Serve as an escalation point for other technicians seeking technical assistance.
• Configure, install, and maintain computer equipment such as laptops, desktops, tablets, mobile devices, printers, scanners, and copiers.
• Troubleshoot and remediate level 2 and 3 support issues, including desktop, laptop, mobile devices, and A/V equipment.
• Ensure all ARC devices are configured as per ARC's security standards.
• Collaborate with networking and security teams to monitor audit reports regarding security software and remediate as needed.
• Monitor, build, and run reports in ServiceNow, responding in a timely manner to resolve customer issues.
• Define requirements, build install packages, configure, and support Microsoft Windows and Mac operating systems and applications.
• Audit inventory management and documentation on a scheduled basis.
• Maintain technical facilities to the highest standard using best practices.
• Assist in the planning, deployment, maintenance, upgrade, and support of infrastructure and business systems.
• Work directly with other teams to resolve complex issues and remediate security vulnerabilities.
• Record events and problems and their resolution in logs.
• Mentor other technicians and provide exceptional customer service.

Requirements

• Bachelor's Degree in Information Technology or a related field preferred; equivalent experience accepted.
• Expert knowledge of supporting Windows and Mac Operating Systems and troubleshooting best practices.
• Expert knowledge of laptop and mobile devices.
• Technical knowledge of phone systems and A/V equipment.
• Hands-on end user hardware and software troubleshooting experience.
• Knowledge of Active Directory, Azure, DHCP, and Group Policy.
• Technical knowledge of printers and servers.
• Experience working in ServiceNow, Intune, SCCM, or similar.
• Knowledge of remote tools, like Bomgar and TeamViewer.
• Ability to operate tools, components, and peripheral accessories for troubleshooting.
• Ability to create technical manuals and procedural documentation, including knowledge base articles.
• Ability to conduct research into PC issues and products as required.

Nice-to-haves

• MCSA/E, CCENT or other Cisco certifications are desirable.