Sr. Desktop Support Specialist

Job at a Glance

Title: Senior Desktop Support Specialist
Location: Washington, DC
Contract: W2 only, 6-month contract with potential for extension or conversion to full time with either the client or CEI
Pay: $40-50/ hour + optional medical, dental, vision, 401(k) match

Overview

We are seeking a highly polished Senior Desktop Support Specialist to join a white glove quality services team. This role involves ownership of complex issues from beginning to end, utilizing elevated accounts and advanced analysis to troubleshoot problems through interaction with end users, restoring service, and identifying solutions. Candidates must demonstrate excellent communication skills, customer service, and the ability to work independently or as part of a team.

Key Responsibilities

• Assume ownership of escalated tickets involving more complex issues from other IT groups; manage vendor relationships on cloud-based applications
• Responsible for requests assigned to regional office queue in ITSM software for tickets; engage customers locally and remotely to resolve issues in a timely manner
• Own issues through resolution; including research, install, and troubleshoot software as necessary to meet needs of firm practice groups or individuals
• Actively listen to, and understand customer requests and inquiries; build rapport with each customer to provide exceptional service
• Effectively communicate with end users and interact with all IT personnel to resolve problems quickly and efficiently
• Manage and utilize time effectively to meet required service levels for improved customer satisfaction and prompt incident resolution
• Report daily reoccurring issues and status project tasks to the Team Lead and Desktop Support Manager
• Develop and deliver new hire orientation both locally and remote

Required Skills

• Bachelor’s degree or equivalent experience with 5+ years of related Information Technology work experience
• Good verbal and written communication skills with the ability to work with operation and business areas
• Previous experience in a technical support role, preferably supporting a national client base
• Solid analytical and problem-solving skills to understand and address customer issues promptly
• Ability to exercise judgment in prioritizing work, responding to customer needs, and determining when higher-level involvement is required
• Ability to communicate effectively and interact with diverse personalities while maintaining professionalism
• Ability to multi-task, work under pressure, handle interruptions, and maintain flexibility in work assignments
• Maintain professional communication skills by phone, email, and in person with timekeepers and staff
• Awareness of new and emerging technologies and products provided by IT
• Understanding of IT Services - service offerings, technical standards, policies, and organizational structure

Required Education

• No Education Requirements

Preferred Skills

• Experience with ITSM tools such as ServiceNow or similar platforms
• AV equipment setup and operation for corporate functions and meetings
• Remote access support after hours for business continuity

Why Should I Apply?

This role offers the opportunity to work with a prestigious team providing white glove service, supporting high-profile clients, and developing advanced technical skills. If you excel in customer service and technical troubleshooting, this position is an excellent fit.

About CEI

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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