Job Title: Junior Desktop Support Technician (NEI-11)

Location: Bethesda, MD

CyberData Technologies is seeking a reliable and detail-oriented Service Desk Technician to provide comprehensive IT support for both Windows and Mac environments. The ideal candidate will possess strong technical expertise, excellent customer service skills, and the ability to address and resolve a wide range of hardware and software issues efficiently. This role plays a critical part in maintaining operational excellence and ensuring a seamless user experience for end-users.

Responsibilities:

• Organize and direct hardware installations on site surveys.
• Assess and document current site network configurations and user requirements.
• Design and optimize network topologies to ensure effective performance.
• Analyze and develop hardware requirements, preparing specifications for hardware acquisitions.
• Direct and lead the preparation of engineering plans and Technical Design Packages for site installations.
• Develop and manage hardware installation schedules.
• Mobilize and coordinate the installation team for deployments.
• Create and maintain documentation of configuration changes at each site.
• Prepare comprehensive site installation and test reports.
• Coordinate post-installation operations and maintenance support.
• Receive, log, and manage user-reported incidents.
• Process service requests, ensuring timely delivery and adherence to service standards.
• Provide Incident Management based on ITIL Framework, managing unplanned interruptions and ensuring timely resolution.
• Deliver Request Fulfillment services, addressing standard changes and service requests promptly.
• Manage the lifecycle of Problems through Problem Management processes, preventing incidents and minimizing their impact.
• Provide VIP support for approximately 20 VIP users, ensuring superior service.
• Incorporate findings from incident resolutions into a structured Knowledge Base for future reference.
• Maintain and update a Knowledge Base to improve resolution times and service efficiency.

Qualifications:

• A minimum of 3 years of experience in desktop support for both Windows and Mac environments.
• Proven ability to manage hardware installations, including site surveys and post-installation maintenance.
• Strong understanding of network configurations, hardware requirements, and installation processes.
• Familiarity with ITIL Framework processes, including Incident Management, Request Fulfillment, and Problem Management.
• Proficiency in creating and maintaining technical documentation and knowledge bases.
• Exceptional customer service and communication skills, with the ability to provide VIP support.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet established SLAs.
• Bachelor’s degree in IT or a related field is preferred.
• Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.