IT Desktop Support - Hybrid

Volitiion Iit - Laurel, MD

Full-time

Laurel, MD

Professional, Scientific, and Technical Services

About the position

The IT Desktop Support Analyst at Volitiion IIT Inc. is responsible for providing first and second-tier support for technology issues, ensuring effective troubleshooting and resolution of incidents related to computer hardware, software, and network connectivity. This hybrid role involves both in-office and telework, focusing on delivering excellent customer service and maintaining IT asset inventory.

Responsibilities

• Provides hardware, software, and network problem diagnosis and resolution via telephone or onsite for end users.
• Provides application support on all Endpoint platforms including desktops, tablets, and smartphones.
• Installs, repairs, and supports all endpoint devices, applications, printers, faxes, and other office equipment.
• Works collaboratively with other technical staff members within the IT Team to ensure assigned tasks are completed.
• Contributes information for IT FAQs, knowledgebase, and instructions to address commonly experienced technical issues.
• Develops and executes documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements.
• Maintains an inventory of IT-related assets, including hardware and software on each desktop computer system.
• Identifies recurring incidents and trends and escalates appropriately.
• Interacts with customers via multiple communication methods, adhering to established customer service and quality guidelines.
• Ensures that requests for assistance are properly logged, assigned, and responded to in a timely manner according to set Service Level Agreements.

Requirements

• High School degree or equivalent; an Associate degree preferred.
• 3 years of general experience in IT support.
• Experience with Active Directory, Windows OS, SCCM, and ITIL methodologies.
• Working knowledge of remote connectivity tools (SCCM, Maas360, Azure, Intune).
• Knowledge of installing, configuring, and troubleshooting computers in a managed Windows network environment.
• Familiarity with computer hardware and software, as well as general office equipment including copiers, faxes, scanners, and smartphones.
• Strong customer service skills with the ability to troubleshoot moderate to complex issues.
• Strong analytical and organizational skills.

Nice-to-haves

• Experience with Microsoft systems and Microsoft Office (including Outlook) installation and configuration management.

Benefits

• Competitive pay
• Multi-year projects
• Work-life balance
• Career development support
• Referral program with bonuses for successful placements