IT Service Desk Specialist

Reporting to the Director of Information Technology, the IT Service Desk Specialist handles advanced technical support within the IT Service Desk team. This role involves troubleshooting complex issues, collaborating with other service desk members, and ensuring an elevated level of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to continuous improvement.

Duties and Responsibilities

• Serve as first point of contact for WBO employees seeking technical assistance via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, network, and basic network issues, aiming for timely resolution. Escalate complex problems to the appropriate team when necessary.
• Microsoft 365 and Intune Support. Provide support for Microsoft 365 applications, including Outlook, Word, Excel, and Teams. Assist in configuring and troubleshooting Microsoft Intune settings and policies.
• Basic Network Skills: Assist in maintaining and troubleshooting basic network issues, including connectivity, DHCP, DNS, and basic firewall configurations.
• Conference Room Maintenance: Ensure conference rooms are equipped with necessary technology (audio-visual equipment, video conferencing systems, etc.) and troubleshoot any technical issues during meetings or presentations.
• User Account Management: Manage user accounts, permissions, and access rights in various systems, ensuring data security and compliance with company policies.
• Hardware Support: Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals. Perform hardware and software upgrades as needed.
• Documentation: Maintain accurate records of IT issues, resolutions, and user requests. Create and update documentation for standard operating procedures and knowledge base articles.
• Training and Education: Assist in conducting training sessions for employees on basic IT functions, software applications, and best practices.
• Security Compliance: Help enforce IT security policies, procedures, and protocols. Collaborate with the security team to identify and mitigate potential security risks.
• Vendor Liaison: Interact with third-party vendors for hardware and software support, warranty claims, and procurement of IT equipment.
• Equipment Inventory: Inventory equipment for WBO employees; inventory and organize existing equipment

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• IT certifications: (CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate) required
• Previous experience with Office 365, Active Directory (on-prem and Azure), basic network skills, and conference room maintenance is required.
• Strong knowledge of Windows Operating systems
• Previous experience with troubleshooting issues with Windows, MAC OS, iOS, Android, and Microsoft Office products, as well as other software
• Excellent problem-solving and communication skills
• Ability to work well in a team and independently
• Customer-focused mindset with a dedication to providing exceptional service
• Eagerness to learn and adapt to new technologies.
• Must be able to drive, lift heavy equipment, and work in-person at office in Reston.

Physical Requirements

The physical demands described herein are representative of those that an employee must meet to successfully perform the essential functions of the job. Employees must be able to work in a standard office or conference room setting and use standard office equipment, including a computer.

To visit other company sites, employees must be able to operate a motor vehicle and fly in an aircraft, both of which may require sitting for prolonged periods of time. Employees must possess vision to read printed materials and a computer screen and hearing and speech to communicate in person, before groups, and over the telephone. Standing in work areas and walking between work areas will be required. This position requires an employee to occasionally bend, stoop, kneel, crouch, crawl, climb or balance; reach, push, and pull drawers and doors open and closed. The employee must occasionally lift and/or move up to 40 pounds.

PCI Federal Services LLC (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, or disability.

Preference may be extended to qualified Native American Indian candidates.in accordance with applicable federal law.