Job Details

Job Title: Desktop Support – 15690

Location: Vienna, VA (100% On-Site)
Experience Required: 5–10 years
 

Position Overview

We are seeking a skilled and customer-focused Desktop Support Specialist to join our on-site IT team in Vienna, VA. The ideal candidate will bring a strong background in end-user support, Windows operating systems, Microsoft 365, and remote troubleshooting tools. You will play a critical role in resolving hardware/software issues, supporting remote access tools, and ensuring a smooth user experience in a fast-paced environment.

Key Responsibilities

• Provide Tier 1 and Tier 2 desktop support for hardware, software, and peripheral issues.

• Troubleshoot Windows 10 and 11 operating systems and Microsoft 365 applications (Outlook, OneDrive, Teams).

• Diagnose and resolve issues related to Palo Alto GlobalProtect VPN client on Windows endpoints.

• Utilize remote support tools (e.g., ConnectWise) to assist users both onsite and remotely.

• Manage service tickets through systems such as ServiceNow, ensuring timely resolution and proper documentation.

• Support users in Citrix VDI environments and resolve access or performance issues.

• Promote cybersecurity awareness by assisting users with 2FA setup, phishing detection, and password management (e.g., CyberArk).

• Follow and enforce standard operating procedures and IT policies.

Required Qualifications

• 5–10 years of experience in desktop support or a similar IT support role.

• Strong interpersonal and customer service skills.

• Excellent verbal and written communication abilities.

• Proficiency in troubleshooting Microsoft Windows OS and Microsoft 365 suite.

• Basic networking knowledge (IP addressing, DNS).

• Familiarity with cybersecurity best practices (2FA, phishing, endpoint hygiene).

• Experience using ticketing systems, especially ServiceNow.

Preferred Qualifications

• Certifications:

  • CompTIA A+

  • Microsoft 365 Certified: Fundamentals

• Experience with:

  • ConnectWise Remote Support Software

  • CyberArk Workforce Password Management

  • Troubleshooting in Citrix VDI environments

Work Environment

• This is a full-time, 100% on-site role based in Vienna, VA. Candidates must be comfortable working in a fast-paced, collaborative environment and available for regular weekday support hours.