Desktop Support Technician
Arlington, VA

Job Description

Position Sumary

ARC is searching for a dynamic, energetic Desktop Support Technician to join our team in Arlington, VA! As a Desktop Support Technician, you will take ownership of and monitor support requests through timely resolution. You will provide professional technical support as needed via face to face interaction, chat, email, and telephone. Also, you will take part in the deployment, configuration, troubleshooting, and support for internal employee workstations, laptops, mobile devices, and printers.

You will be based at our metro-accessible headquarters in Arlington, VA.

If you are a skilled technical trouble-shooter who takes pride is providing exemplary customer service, then read on.

What You'll Get to Do:

* Serve as the first point of contact for customers seeking technical assistance over the phone, in person, or via email. Configure, install, and maintain computer equipment such as laptops, desktops, tablets, mobile device, printers, scanners, and copiers. Troubleshoot and remediate level 1, 2, and 3 desktop support issues, including, but not limited to desktop, laptop, mobile devices, and A/V equipment.
* Ensure all ARC laptops, desktops, tablets, and mobile device are configured as per ARC's security standards.Monitor ServiceNow, ARC's help desk ticketing system, and respond in a timely manner as necessary to resolve customer issues, complete software installation requests, and requests for new computer hardware and/or peripherals within SLA. Monitor daily, weekly, and monthly audit reports regarding missing and/or outdated security software and remediate as needed.
* Install, configure, and support Microsoft Windows 10 and Mac OSX operating systems, and applications such as Microsoft Office. Assist with user account creation, modification, and termination across multiple applications. Track additions, disposals, and transfers of hardware and software assets for inventory management. Maintain up-to-date documentation on systems and processes. Employ best practices to maintain our technical facilities to the highest standard. Build, test, maintain, and deploy PC images. Execute and assist in the deployment, maintenance, upgrade, and support of infrastructure and business systems, and its associated hardware and software. Assist with new projects and perform other tasks as assigned.
* Work with other teams to resolve complex issues, remediate security vulnerabilities, and complete projects. Direct unresolved issues to the next level of support personnel. Record events and problems and their resolution in logs.
* Provide exceptional customer service by responding to requests in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.

You'll Bring These Qualifications:

* Bachelor's Degree in Information Technology or a related field
* 5+ years of experience in desktop support, including hands-on hardware troubleshooting experience
* Mac troubleshooting experience and experience with Apple products
* Experience working in ServiceNow, Landesk or similar and knowledge working with Bomgar, Radmin, Landesk Remote or other similar remote tools.
* Technical knowledge of PC and desktop hardware, laptop and mobile devices and Cisco VoIP and A/V systems
* Knowledge of Active Directory, DHCP, and Group Policy
* Technical knowledge of printers and print servers
* A+, Network+, or Microsoft Certified Professional certifications are desirable

What We Can Offer You:

* Our employees value the flexibility at ARC that allows them to truly balance their professional lives and personal lives.
* We offer a highly competitive, progressive benefits package and hands-on learning and development opportunities.
* Our team is motivated, creative, collaborative and solutions-oriented. We think big, we embrace challenges, and we explore new ideas to lead the way for the travel industry.
* For more than half a century, ARC has been a trusted provider of settlement services, settling more than $86 billion in transactions between airlines and travel agencies each year.

EOE M/F/D/V Females and Minorities Encouraged to Apply

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