Senior IT Support Specialist
Charles River Associates
- Washington DC
- Permanent
- Full-time
- Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
- Participant in remote support rotation; providing support to users in offices or while travelling domestically and internationally via remote assistance tools.
- Document problems and solutions in help desk tracking system.
- Inform management of potential problems and identify problem trends.
- Install, modify, and make minor repairs to computer hardware and software systems.
- Create and maintain workstation images.
- Install hardware and peripheral components, such as monitors, keyboards, printers, hard drives, etc.
- Responsible for the installation, configuration, maintenance and upgrade of computer hardware, software and mobile devices.
- Provide support for audio-visual systems, regular inspection of meeting rooms to ensure lighting, AV equipment, and other amenities work properly.
- Perform day-to-day operation of all activities to execute meetings and video conference calls.
- Other duties and special projects as assigned.
- Bachelor's degree in IT field or related field of study.
- 5+ years of help desk related experience.
- CompTia A+ or related certifications are a plus.
- Strong working knowledge of Windows Operating System.
- Strong working knowledge of Mac OS
- Strong working knowledge of JAMF
- Experience with Intune, Azure, and Autopilot
- Ability to perform diagnostics, identify problems and provide resolutions.
- Exceptional customer service skills and the ability to work in a team environment.
- Excellent oral and written communication skills. Must be able to clearly communicate technical guidance and instructions to users via telephone and email.
- Excellent time management skills.
- Able to handle challenging requests and multiple projects with competing interests for time.
- Experience implementing TCP/IP at the workstation level.
- Knowledge/experience supporting Windows 10 & 11 workstations, Mac OS, Active Directory, Microsoft Office 2016 + and Microsoft Teams
- On-call support rotation.
- Ability to lift/move equipment.
- Video-conference administration experience/knowledge
- Experience with Mobile Device Management, remote backup, Apple and Windows inventory software solutions