12 days old

Desktop Support Technician

Airlines Reporting Corporation
Arlington, VA 22201
  • Job Code
Location: US-VA-Arlington
Job ID: 2021-2038
# of Openings: 1
Category: Customer Operations and Support

About The Role:

As a Desktop Support Technician, you will take ownership of and monitor support requests through timely resolution. You will provide professional technical support as needed via face to face interaction, chat, email, and telephone. Also, you will take part in the deployment, configuration, troubleshooting, and support for internal employee workstations, laptops, mobile devices, and printers.

What You'll Get to Do:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, in person, or via email. Configure, install, and maintain computer equipment such as laptops, desktops, tablets, mobile device, printers, scanners, and copiers. Troubleshoot and remediate level 1, 2, and 3 desktop support issues, including, but not limited to desktop, laptop, mobile devices, and A/V equipment.
  • Ensure all ARC laptops, desktops, tablets, and mobile device are configured as per ARC's security standards.
  • Monitor ServiceNow, ARC's help desk ticketing system, and respond in a timely manner as necessary to resolve customer issues, complete software installation requests, and requests for new computer hardware and/or peripherals within SLA. Monitor daily, weekly, and monthly audit reports regarding missing and/or outdated security software and remediate as needed.
  • Install, configure, and support Microsoft Windows 10 and Mac OSX operating systems, and applications such as Microsoft Office. Assist with user account creation, modification, and termination across multiple applications. Track additions, disposals, and transfers of hardware and software assets for inventory management. Maintain up-to-date documentation on systems and processes. Employ best practices to maintain our technical facilities to the highest standard. Build, test, maintain, and deploy PC images. Execute and assist in the deployment, maintenance, upgrade, and support of infrastructure and business systems, and its associated hardware and software. Assist with new projects and perform other tasks as assigned.
  • Work with other teams to resolve complex issues, remediate security vulnerabilities, and complete projects. Direct unresolved issues to the next level of support personnel. Record events and problems and their resolution in logs.
  • Provide exceptional customer service by responding to requests in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.

You'll Bring These Qualifications:

  • Bachelor's Degree in Information Technology or a related field; or equivalent experience
  • 3+ years of experience in desktop support, including hands-on hardware troubleshooting experience
  • Technical knowledge of PC and desktop hardware
  • Technical knowledge of laptop and mobile devices
  • Technical knowledge of Cisco A/V systems
  • Hands-on hardware troubleshooting experience
  • Knowledge of Azure, Intune, Active Directory, DHCP, and Group Policy
  • Technical knowledge of printers and print servers
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Must have experience working in ServiceNow, SCCM or similar and knowledge working with Bomgar or other similar remote tools.
  • Working technical knowledge of Windows 10 and macOS (Mojave 10.14 and later) operating systems and troubleshooting best practices
  • Microsoft Certified Professional certifications are desirable

What We Can Offer You:

  • Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
  • Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
  • We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
  • By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.

EOE M/F/D/V Females and Minorities Encouraged to Apply



Posted: 2021-04-29 Expires: 2021-05-30

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Desktop Support Technician

Airlines Reporting Corporation
Arlington, VA 22201

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