IT Support/DeskSide Service Technician

Centennial Technologies, Inc. is seeking a deskside Service Technician to work on an ongoing project. The Deskside Service Technician will provide support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing and maintaining all desktop equipment, printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users).

Key Responsibilities

· Ensure proper day-to-day operation of technology applications and equipment by identifying, researching and resolving technical problems

· Provide deskside assistance to resolve technology issues and provide how-to knowledge transfer to end users on a variety of computer-related issues

· Perform scheduled moves, installations and cancellations, as well as other MAC-related tasks

· Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff

· Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues. Must know when to escalate issues not resolved at this level to management

· Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention

· Ensure all tickets are resolved within documented service levels

· Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problem

· Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs

· Possess excellent presentation, verbal communication and written skills

· Provide technology refresh support as needed

· Provide call center surge phone support as needed

· All other tasks as assigned

Qualifications

· Strong interpersonal skills required

· Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously

· Must be able to work independently and be self-motivated

· Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure. Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Some moderately heavy lifting (computers, monitors, printers, etc.) is required

Requirements

· Minimum 2 years of recent experience in a deskside services role supporting end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software

· Minimum 2 years of recent experience in a corporate environment supporting Windows 10 and Microsoft Office Suite (Office 365), and using Active Directory in a domain environment

· Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus

· Experience supporting audio/video and video teleconferencing equipment a plus

· Must be able to obtain a security clearance

Desired Skills

· CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician

Work Environment

· This job is performed indoors in an office setting

· This position requires the ability to move, carry, push, pull and/or lift up to 45 pounds, as well as climb under/around desks for cable management

About the Company

Centennial Technologies Inc. (Centennial) is committed to a healthy work-life balance for our employees and we have worked hard to foster an environment that enables employees to effectively prioritize both their professional and personal responsibilities. We make every effort to accommodate employees by providing flexible paid time off, a casual work atmosphere, frequent collaborative interaction, and the opportunity to continuously develop career skills.

Centennial offers a competitive benefit package, which includes Medical, Dental, Short-Term Disability, Long-Term Disability, and Life Insurance, 401k, Mass Transit Benefits, Paid Time Off and Federal Holidays.

Our Culture is inclusive of:

  • A supportive professional environment which promotes a healthy work-life balance
  • Performance Management techniques which reward our top performers
  • Employee surveys and discussions to inform Management’s decisions
  • Paid training on the latest technologies and business practices
  • An employee-focused model
  • Our team’s shared vision of client success through cultivating long-term client relationships

Equal Opportunity Employer

Centennial is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.

Job Category: IT Support
Job Type: Full Time
Job Location: Washington D.C

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Centennial Technologies Inc. is a leader in the development and delivery of financial and information technologies solutions to government and private sector organizations.

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