firstPRO, Inc
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Overview
The Desktop Support Technician will serve as a front-line resource for employees needing assistance with their computers, mobile devices, and related technologies. This individual will handle requests through the company’s ticketing system as well as face-to-face interactions, ensuring issues are resolved quickly and effectively. Beyond troubleshooting, the technician will help implement preventative measures, contribute to process improvements, and maintain a high standard of customer service. This role requires both technical expertise and a professional, service-oriented approach. Responsibilities
Provide hands-on support for laptops, desktops, monitors, docks, keyboards, mice, and other peripherals, including hardware swaps when necessary. Monitor incoming helpdesk tickets, prioritize issues, and deliver timely resolutions. Assist with onboarding new employees by preparing equipment, imaging systems, delivering training, and ensuring a smooth technology setup. Use enterprise deployment tools to image systems, roll out applications, and migrate user data. Manage break/fix calls for printers and coordinate repairs or replacements. Distribute and provide technical support for corporate mobile phones and tablets. Partner closely with IT leadership, including Infrastructure and Helpdesk management, to ensure consistent service delivery. Participate in the on-call schedule to provide after-hours emergency assistance. Contribute to the organization’s security initiatives by supporting endpoint compliance and user awareness. Collect and report performance data related to desktop systems and related infrastructure to maintain service-level goals. Qualifications
Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience. Industry certifications (CompTIA A+, MCP, etc.) are highly desirable. At least 5 years of professional experience providing desktop and end-user support in a corporate environment. Strong knowledge of Windows 10/11 Pro environments and hardware setup, including Thunderbolt docking solutions. Familiarity with iOS devices and mobile device support. Experience with LAN-based imaging solutions and VPN troubleshooting. Solid understanding of LAN and wireless networking concepts. Demonstrated ability to thrive in fast-paced, multi-site environments while managing competing priorities. Excellent interpersonal and communication skills, with a strong focus on customer satisfaction. Willingness to work evenings or weekends as needed, with occasional travel required. Must be able to participate in a rotating on-call schedule. Ability to lift and move equipment weighing 50 pounds or more. Must Have
Hands-on experience with SCCM for imaging, deployment, patching, and reporting. Job Details
Location: Washington, DC onsite 5 days per week Employment Type: Contract-to-Hire Role: Desktop Support Engineer with SCCM experience (must have)
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The Desktop Support Technician will serve as a front-line resource for employees needing assistance with their computers, mobile devices, and related technologies. This individual will handle requests through the company’s ticketing system as well as face-to-face interactions, ensuring issues are resolved quickly and effectively. Beyond troubleshooting, the technician will help implement preventative measures, contribute to process improvements, and maintain a high standard of customer service. This role requires both technical expertise and a professional, service-oriented approach. Responsibilities
Provide hands-on support for laptops, desktops, monitors, docks, keyboards, mice, and other peripherals, including hardware swaps when necessary. Monitor incoming helpdesk tickets, prioritize issues, and deliver timely resolutions. Assist with onboarding new employees by preparing equipment, imaging systems, delivering training, and ensuring a smooth technology setup. Use enterprise deployment tools to image systems, roll out applications, and migrate user data. Manage break/fix calls for printers and coordinate repairs or replacements. Distribute and provide technical support for corporate mobile phones and tablets. Partner closely with IT leadership, including Infrastructure and Helpdesk management, to ensure consistent service delivery. Participate in the on-call schedule to provide after-hours emergency assistance. Contribute to the organization’s security initiatives by supporting endpoint compliance and user awareness. Collect and report performance data related to desktop systems and related infrastructure to maintain service-level goals. Qualifications
Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience. Industry certifications (CompTIA A+, MCP, etc.) are highly desirable. At least 5 years of professional experience providing desktop and end-user support in a corporate environment. Strong knowledge of Windows 10/11 Pro environments and hardware setup, including Thunderbolt docking solutions. Familiarity with iOS devices and mobile device support. Experience with LAN-based imaging solutions and VPN troubleshooting. Solid understanding of LAN and wireless networking concepts. Demonstrated ability to thrive in fast-paced, multi-site environments while managing competing priorities. Excellent interpersonal and communication skills, with a strong focus on customer satisfaction. Willingness to work evenings or weekends as needed, with occasional travel required. Must be able to participate in a rotating on-call schedule. Ability to lift and move equipment weighing 50 pounds or more. Must Have
Hands-on experience with SCCM for imaging, deployment, patching, and reporting. Job Details
Location: Washington, DC onsite 5 days per week Employment Type: Contract-to-Hire Role: Desktop Support Engineer with SCCM experience (must have)
#J-18808-Ljbffr