Desktop Support Specialist

*** 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 OfficeO365
• Copier and desktop printer support

TriTech is an Equal Opportunity Employer!!!