*** This is a part-time position (20 hours a week: M-F, usually 9 to 2 or 10 to 2)
*** 100 percent on-site position in Washington, DC
TriTech Enterprise Systems Inc. (TriTech) is seeking an on-site 'Desktop Support Specialist' to provide line support to all employees and contractors within the DC Government General Services Administration (DGS). The Desktop Support Specialist (DSS) is responsible for resolving support incidents and requests, as well as meeting customer satisfaction targets and continuous service delivery requirements.
The DSS will work in a dynamic, fast-paced environment providing service over the phone, e-mail, instant message, and in person. The DSS will work as part of a team to support up to 500 end users. This is a part-time position for up to 20 hours per week.
Roles and Responsibilities:
- Aid customers who experience technical problems. Most commonly, desktop computers (Microsoft and Mac), laptops, tablets, desktop printers, and print services support
- Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat, or as part of an on-site visit
- If offsite, talking customers through a troubleshooting process and working together to rectify problems
- Implement effective IT solutions for customers and employees concerning basic desktop support and print services
- Record events and update statuses in an identified database, such as Service Now, e-mail, and possibly QuickBase
- Installation and maintenance of computer software for all agency-computing platforms, such as MS Office, Adobe, MS Project, and MS Visio
- Ensures proper security and network operations for the agency as it pertains to McAfee only
- Ensures the installation and maintenance of print services, secure print software
- Performs quality assurance reviews of print services and secure print software
- Participates in the preparation, with the vendor, of print services, secure print software training materials for DGS employees.
- Map users to printers or print services, secure print solution
- Manually map users to network drives
- Organizes and conducts appropriate training meetings when appropriate
- Support all printers and scanners
- Identify basic technology-based problems and their root causes; take responsibility for timely troubleshooting and resolution using proven tools, resources, and approved processes
- Provide secure print training to DGS end users
Required Skills/ Level of Experience:
- IT Certifications
- Laptops, desktops, and tablet hardware support
- Windows 10 &11/Macs
- MS Office 2013, 2016, O365
- Copier and desktop printer support
TriTech is an Equal Opportunity Employer!!!
Skills Required
- 100% on-site in Washington, DC
- Part-time, up to 20 hours per week (typically M-F, 9-2 or 10-2)
- IT certifications
- Hardware support for laptops, desktops, and tablets
- Windows 10 and Windows 11 experience
- Mac (macOS) support experience
- MS Office 2013, MS Office 2016, Office 365
- MS Project and MS Visio
- Copier and desktop printer support (including secure print solutions)
- Experience with ServiceNow for recording incidents and requests
- Familiarity with QuickBase (possible/optional)
- Experience with McAfee security tools
What We Do
TriTech Enterprise Systems, Inc., is an Information Technology (IT) Consulting company committed to increasing the competitive advantage of our clients by providing cutting edge solutions through innovation, research and the application of emerging technologies. Consulting Services TriTech provides consulting services to both large and small clients in the federal, state and local arenas. We provide detailed solutions in: Website Design, Online Store, Online Marketing, Search Engine Optimization (SEO), Selling Globally Online, Online Assessment Program and Project Management TriTech works closely with your team to initiate, plan, control, execute, and close out a major program, from developing a major new technology, installing a state-of-the-art system, reengineering an enterprise, or implementing new processes and tools to improve quality, cost, or delivery performance. Network Infrastructure Our experienced technical consultants design, implement and maintain your LAN and WAN. We provide upgrades, configuration, administration, service desk services and computer repair. We can assist your organization in designing an existing network or a completely new network both for today's needs and tomorrow's technology. Data Management TriTech can provide a database solution designed to enhance your efforts to support customers. We have extensive experience in developing and maintaining database systems. System Integration and Testing TriTech consultants will provide requirements analysis, systems analysis, systems architecture design and development, architecture implementation, test plans and testing, deployment and maintenance for your new or existing IT system. Information Assurance TriTech provides leading edge information assurance and systems security solutions. Our specialists will work closely with you to evaluate the security posture of your IT resources and recommend solutions in line with your business needs.
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