Desktop Support Team Lead

Veteran Firm Seeking Lead Desktop Technician foran Onsite Assignment based in Washington, DC

My name is Stephen Hrutka and I lead a Veteran-owned consulting firm in Washington, DC focused on strategic sourcing, supply chain, and IT Staffing.

We are looking to fill a Lead Desktop Technician role for the District of Columbia Government.

The ideal candidate is a DC Resident with 8+ years of experience as a desktop technician for Microsoft Windows OS and Microsoft Office, 5+ years of experience with Apple Mac OSx, and experience leading a team performing IT Support Services. Bonus points for relevant industry certifications like CompTIA, Apple Certified Support Professional, Microsoft 365 Certifications, etc.

If you’re interested, I'd be glad to provide more details about the role and further discuss your qualifications.

Thanks,
Stephen M Hrutka
Principal Consultant
www.hruckus.com

Executive Summary: Hruckus is looking for a Lead Desktop Technician with 8+ years of experience as a desktop technician for Microsoft Windows OS and Microsoft Office, 5+ years of experience with Apple Mac OSx, and experience leading a team performing IT Support Services.

Position Responsibilities:

●       Responds to and diagnoses problems through discussion with users.

●       Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.

●       Acts as lead technician by handling escalations from peers and serving as focal point for customer concerns.

●       Provides support to end users on a variety of issues.

●       Identifies, researches, and resolves technical problems.

●       Responds to telephone calls, emails, and personnel requests for technical support.

●       Documents, tracks, and monitors requests and incidents using ITSM methods and procedures to ensure a timely resolution.

●       Provides on-site second-tier support to end users for either PC, server, or mainframe applications or hardware.

●       Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

●       Simulates or recreates user problems to resolve operating difficulties.

●       Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:

●       Bachelor’s degree in IT or related field or equivalent experience

●       Preferred one of the following industry certifications: CompTIA or equivalent, Apple Certified Support Professional, Microsoft 365 Certified: Desktop Administrator, VMware AirWatch Associate Accreditation or equivalent, Enterprise Mobility (MDM).

Required Skills:

●       Minimum Bachelor’s degree in IT or related field or equivalent experience

●       8+ yrs. diagnosing and resolving end user computer/computer peripherals problems; providing second-tier support to end users, server, or mainframe apps/hardware; and documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems.

●       8+ yrs of experience with Microsoft Windows OS and Microsoft Office

●       5+ yrs of experience with Apple Mac OSx

●       4+ yrs of experience with an ITSM system and Microsoft Intune

●       Experience as a lead/supervisor of a team

●       Preferred one of the following certifications: CompTIA or equivalent Apple Certified Support Profession, VMware AirWatch Associate Accreditation or MDM