Onsite : Service Desktop Analyst in Gaithersburg, Maryland

Rate : MAX $27/hr on C2C

Role : Service Desktop Analyst

Location : Gaithersburg, Maryland – Onsite role

6-12 Months C2C 

 

Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where client  has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.

 

Must have skills:

• Office 365 Administration / Support
• Sharepoint Exp
• Mac & Windows OS experience 
• IOS and Android devices
• Help Desk Support experience
• IITL, VPN, Data Center
• MAC OS, Windows
• JAMF & MDM
• Microsoft Intune or SCC
• ServiceNow is a must

2 Rounds of Interviews

1st level – HM – Technical interview (60 minutes)

2nd level – HM’s Manager – interview (60 minutes).

 

Responsibilities:

• Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned

• Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, Dell and Microsoft

• Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms

• Host or moderate Zoom virtual meetings and Webinars

• Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)

• Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).

• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues

• Provide outstanding customer service

• Build and maintain IT knowledge base by creating knowledge management articles

• Ability to lift 50 lbs

 

Required Qualifications:

• Extensive knowledge of Windows 11, mac OS, and Microsoft 365

• Support knowledge and experience with hardware from Lenovo, Dell, Microsoft, and Apple

• Administration experience with Zoom Admin portal

• Host and moderator experience with Zoom virtual meeting

• Understanding of system administration, basic networking, and VoIP concepts

• 4 – 6 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment

 

• Bachelor’s degree in Computer Science or MIS or equivalent work experience

• Desired technical experience and knowledge

o Microsoft Intune or SCCM

o JAMF MDM

o Active Directory administration

o Microsoft 365 Certified: Modern Desktop Administrator Associate

• Detail-oriented, deadline, and results-driven

• Excellent written and verbal communication skills

 

 

Thanks & Regards

Jayant singh | TekNavigators Staffing

Sr. Technical Recruiter

Office : : Jayant@tek-staffing.com

Linkedin : linkedin.com/in/jayant-singh-171072103

Edison, New Jersey, tek-staffing.com

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