Desktop Support Technician - Dulles Airport

About the role

This position supports one or more departments by providing IT support for Windows PCs, Macs, printers, mobile devices, desktop applications, and associated hardware/software. The position ensures service restoration and problem correction while adhering to SLAs.

Responsibilities

• Provide in-person, phone, remote, and email support to users of supported departments.
• Keep the ticketing system updated with support request statuses.
• Update inventory system with computing asset information.
• Research, recommend, and order software and hardware as needed.
• Create and provision user accounts, email accounts, and access for user staff.
• Support problem resolution for both Windows and Apple systems.
• Guide end users through troubleshooting procedures.
• Perform upgrades to hardware and software.
• Support printing and other peripheral computing devices.
• Perform set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Participate in identity and access management of various systems.
• Perform other IT support duties as assigned.

Requirements

• 1 - 3 years of experience providing Helpdesk/Desktop Support or Field Services, including troubleshooting hardware, software, connectivity, and operating system issues.
• 1 - 3 years of experience with current Microsoft Windows Desktop software.
• 1 - 3 years of experience supporting DSS, Multiple Workstation OS (Windows, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Experience in onboarding and offboarding requests (setting up desktop/laptops/IPAD, installing screens & displays, patch port cabling, software configuration, mobile setup).
• Understanding of network protocols, server hardware, and configurations.
• Self-motivated with a willingness to learn and adapt to new changes or situations.
• Able to communicate effectively with peers, managers, stakeholders, and end users.
• Comp IT (A+, Network+, Security+), or equivalent certification.

Physical Requirements

• Able to lift or push 20-50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools (screwdrivers, wrenches, pliers, hammers & drills).

What We Will Offer

• Personal & Professional Development: Unlimited access to professional and personal training, specific technologies and client environment training, and recommended learning journeys via L&D system.
• Benefits: Medical Insurance, Vision & Dental plans, PTO time, Perkbox discounts, On-site Paid Parking.

Who Are We

ESP Global Services provides customized 24/7 Global IT support solutions since 1992. We manage day-to-day support via on-site engineers or visiting engineers, and multi-lingual service desk coordination handling over 1,000 tickets daily for more than 200 customers. We offer technology-based solutions for high-service-level demands in large campus areas with strict security controls. We support equipment for airports and airlines worldwide, applying our IT support approach to businesses with multiple international locations, large campuses, and demanding security requirements. We uphold the highest standards of ethics, compliance, and security, and are ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety. We are fully committed to diversity and inclusion, and are an Equal Opportunity / Affirmative Action employer.