Intermediate Desktop Support AnalystPosition SummaryECCO Select is seeking an experienced Intermediate Desktop Support Analyst to provide onsite Tier 2/3 technical support within a large, professional enterprise environment. This position is responsible for supporting desktop and mobile technologies, troubleshooting computer and printer hardware, maintaining accurate hardware asset records, and delivering responsive service to employees and executives. The successful candidate will have strong hands-on desktop-support experience, knowledge of hardware inventory and logistical processes, and the ability to manage support cases through an enterprise IT service-management platform. This position requires consistent adherence to documented procedures, accurate case documentation, and effective communication with users and technical support teams. Work Arrangement- Full-time contract position
- Monday through Friday, first-shift schedule
- Full-time onsite presence required in Washington, DC
- Occasional on-call, weekend, overtime, or emergency support may be required
- Occasional local travel may be required
- Performance period through the end of the year, with the possibility of extension
- U.S. Citizenship required
Key Responsibilities- Provide onsite Tier 2/3 desktop support for laptops, desktop computers, printers, mobile devices, and related peripherals.
- Diagnose and resolve hardware, software, operating-system, network-connectivity, and VPN issues.
- Install, configure, maintain, and support Microsoft Windows 10 and Windows 11 devices in a client/server environment.
- Support Microsoft 365 and other commonly used enterprise applications.
- Image, configure, deploy, replace, and recover desktop and laptop equipment.
- Troubleshoot computer components, including motherboards, hard drives, memory, and related hardware.
- Open, update, document, and resolve support cases using ServiceNow or a comparable enterprise IT service-management platform.
- Use ServiceNow dashboards, reports, queries, and queue-management capabilities to monitor and manage support activity.
- Maintain accurate hardware inventory and asset-management records.
- Coordinate equipment receipt, storage, deployment, transfer, return, and disposal activities.
- Initiate support and warranty cases with original equipment manufacturers and coordinate equipment returns, exchanges, and replacement parts.
- Provide high-touch technical support to executives and other clients requiring responsive, professional service.
- Support smartphones and tablets, including iPhones and iPads.
- Communicate with users through telephone, Microsoft Teams, email, and in-person interactions.
- Clearly summarize technical issues, troubleshooting actions, resolutions, and next steps in support records.
- Coordinate with infrastructure, network, application, security, and other technical support teams when issues require escalation.
- Use Excel and SharePoint to plan, track, document, and report support and asset-management activities.
- Follow established standard operating procedures, security requirements, documentation standards, and escalation processes.
- Participate in emergency hardware support, on-call rotations, weekend work, or overtime when required.
Required Qualifications- U.S. Citizenship is required.
- At least five years of overall information technology experience.
- At least five years of experience providing desktop support in an enterprise environment.
- At least five years of hands-on experience troubleshooting and supporting laptops, desktop computers, printers, and hardware components.
- At least five years of experience installing, configuring, and supporting Microsoft Windows 10 or Windows 11.
- At least five years of experience supporting Microsoft 365 and other commonly used enterprise applications.
- Experience opening, maintaining, documenting, and resolving support cases through ServiceNow or another enterprise IT service-management platform.
- Experience with desktop imaging and hardware-deployment solutions.
- Experience managing computer inventory, hardware assets, or equipment logistics.
- Experience working with original equipment manufacturer technical-support and warranty processes.
- Strong Level 1 network-connectivity and VPN troubleshooting skills.
- Experience supporting smartphones and tablets, including iPhones and iPads.
- Proficiency with Microsoft Excel, including lookup formulas and conditional statements.
- Experience using SharePoint for documentation, coordination, or activity tracking.
- Strong analytical, troubleshooting, and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to communicate professionally with employees, executives, and technical personnel at various organizational levels.
- Ability to accurately and concisely document client issues, troubleshooting steps, and resolutions.
- Ability to work independently while following established processes and escalation procedures.
- Ability to work full-time onsite in Washington, DC.
Preferred Qualifications- Experience using ServiceNow Hardware Asset Management.
- Experience creating ServiceNow dashboards, reports, and queries.
- Experience managing ServiceNow support queues.
- Experience using the HP warranty or technical-support portal.
- Microsoft Intune experience.
- Experience providing dedicated or high-touch executive desktop support.
- Bachelor’s degree in Information Systems, Computer Science, or a related field.
- A+, Microsoft Certified Desktop Support Technician, Microsoft Technology Associate, Microsoft Office Specialist, or a similar technical certification.
Professional Attributes- Strong customer-service orientation
- Professional and composed communication style
- High attention to detail
- Consistent documentation practices
- Dependable follow-through
- Ability to prioritize multiple support requests
- Ability to work effectively in a structured, process-driven environment
- Willingness to support occasional on-call, weekend, overtime, or emergency assignments
ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities. |
.png?format=webp)
Never miss an opportunity! Create an alert based on the job you applied for.