Desktop Support Technician

Desktop Support Technician

Location: Richmond, VA

Position Type: Full-time (Onsite with some remote) - Contingent upon award

QSS is seeking a skilled and proactive Desktop Support Technician to join our IT support team. The ideal candidate will be responsible for providing hardware and software support for desktops, laptops, and peripherals. They will resolve technical issues efficiently, maintain system performance, and provide excellent customer service to end users.

Roles and Responsibilities:

• Hardware and Software Installation:
• Install and configure desktops, laptops, and peripherals within 48 hours of request.
• Ensure all installations adhere to company standards and specifications, as outlined in the Laptop Delivery and Setup Checklist and associated software Image, 100% of the time.
• Incident Resolution:
• Resolve desktop-related incidents and service requests within 24 hours of submission.
• Maintain a first-time fix rate of at least 80%.
• Routine Maintenance:
• Perform routine maintenance and updates on all desktop systems on a quarterly basis.
• Ensure compliance with all security patches and updates within seven days of release.
• Conduct daily walk-throughs of each conference room to ensure all technology is operating as expected.
• Conduct daily walk-throughs of all printers to ensure they are functioning properly.
• User Training and Support:
• Provide end-user training sessions on common desktop applications and tools on a monthly basis.
• Achieve a 90% satisfaction rate in post-training feedback surveys.

• Asset Management:
• Maintain an accurate inventory of all desktop assets, updating records within 24 hours of any change.
• Conduct quarterly audits of desktop assets with 100% accuracy.
• Documentation and Reporting:
• Create and maintain detailed documentation for all desktop support processes and procedures.
• Submit monthly reports on desktop support activities, highlighting key metrics and areas for improvement.

Qualifications:

• Proven experience in desktop support, IT troubleshooting, and system configuration.
• Strong understanding of hardware and software installation, updates, and maintenance.
• Excellent problem-solving skills with a focus on efficient incident resolution.
• Ability to perform routine system audits and maintain detailed records.
• Excellent communication skills and ability to train and support end users.
• High attention to detail and ability to follow established processes.
• Knowledge of desktop asset management and reporting tools.

Preferred Qualifications:

• Experience with ITIL or similar service management frameworks.
• Familiarity with common desktop operating systems (Windows, macOS, etc.) and software tools.
• Relevant certifications (CompTIA A , Microsoft Certified Desktop Support Technician, etc.).

Work Environment:

• Fast-paced office environment with occasional travel to different company locations.
• Ability to work collaboratively with a team and independently when needed.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Schedule:

• Monday to Friday

Ability to Commute:

• Richmond, VA 23230 (Required)

Ability to Relocate:

• Richmond, VA 23230: Relocate before starting work (Required)

Work Location: In person

Salary : $50,000 - $60,000