Deskside Technical Support Associate (Temp-to-Hire-Washington, DC)

Position Type: Temp-to-Hire (90 days)

Work Schedule: Monday to Thursday in-office, with remote work on Fridays. Occasional in-office work on Fridays for projects.

Job Summary:

The Deskside Technical Support Associate will provide technical support for our organization. This role involves resolving hardware, software issues, imaging laptops, documenting user interactions, technical support for conference room events, and recommending improvements. The Tech Support Associate will evaluate IT system efficiency and work mostly unsupervised, with support and mentoring from another on-site technician.

Key Responsibilities:

• Provide technical support (30% remote, 70% hands-on).
• Troubleshoot and resolve hardware and software issues.
• Document user interactions and suggest improvements.
• Communicate clearly with users and support them across the country.
• Maintain a helpful and positive attitude.

Qualifications:

• Strong technical troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and solve problems.
• Dependable and flexible for remote and in-office support.

Preferred Qualifications:

• Experience in technical support.
• Familiarity with remote support tools.
• Currently in ServiceNow ticketing system, moving to Jira JSM in a few months

Technical Support (85%)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware, and mobile devices to include but not limited to:
• Maintain daily performance of computer systems
• Install, modify, and repair computer hardware and software
• Run diagnostic programs to resolve problems
• Install computer peripherals and software for users
• Assist user with audio visual and conference room technology
• Assist in the resolution of technical problems with Local Area Networks (LAN), wide Area Networks (WAN) and other systems
• Assist the network engineering team as needed to identify and resolve issues related to the LAN, WAN, WWAN, and Telecommunications Infrastructures
• Assist in the evaluation of new technologies and provide procurement support as needed
• Assist in special events as needed

Training (5%)

• Provide one-on-one or small group training sessions for staff on PC related issues and/or Agency standard Software

Documentation (10%)

• Create and maintain knowledge base articles
• Directions and tips for using products and services
• Answers to FAQs
• Content that can provide in-depth solutions