A Fortune 50 financial services company is seeking a highly motivated Desktop Support Technician to join their team in the McLean, VA area.
Responsibilities:
- Diagnose and resolve hardware, software, and peripheral issues for Windows 10 and 11 endpoints
- Troubleshoot issues related to Microsoft M365 applications (Outlook, Teams, OneDrive, etc.)
- Provide end-user support for connectivity, VPN (Palo Alto GlobalProtect), and access issues
- Utilize ServiceNow to log, track, and manage support tickets in a timely and professional manner
- Follow and adhere to documented standard operating procedures (SOPs)
- Communicate clearly with end-users to gather technical details, provide guidance, and deliver effective solutions
- Collaborate with other team members to resolve escalated issues and ensure service excellence
Qualifications:
- Experience with ServiceNow or similar IT ticketing systems
- Experience resolving issues with Palo Alto GlobalProtect VPN
- Familiarity with basic networking concepts (IP, DNS) and cybersecurity practices (2FA, phishing)
- Proficiency in troubleshooting desktop hardware and software
- Strong interpersonal and customer service skills with a professional demeanor.
- Excellent oral and written communication abilities
Desired Skills:
- CompTIA A+ certification
- Microsoft 365 Certified: Fundamentals
- Experience with ConnectWise Remote Support
- Familiarity with CyberArk Workforce Password Management
- Experience troubleshooting Citrix VDIs
