IT Customer Support Journeyman

IT Customer Support Journeyman

Company: Dhaka Technologies Limited

Work Arrangement: Onsite

Location: Washington DC

Employment Type: Contract

Engagement Type: W2 or 1099 only; no C2C

Position Overview

Dhaka Technologies Limited is seeking an experienced IT Customer Support Journeyman for a client to provide technical assistance and desktop support in a Windows-based enterprise environment.

The ideal candidate will have strong experience supporting end users through telephone email in-person and remote support channels. This role requires hands-on experience with desktop and laptop configuration mobile device deployment Microsoft 365 applications printers peripherals conference room technology and general enterprise IT support.

Key Responsibilities

• Provide technical assistance to computer system users in a Windows-based environment.
  
• Configure prepare and deploy new desktop and laptop computers for staff.
  
• Install required software security tools and standard enterprise applications.
  
• Deploy and configure mobile devices including iPads and iPhones.
  
• Ensure mobile devices are properly enrolled secured compliant and configured with required applications.
  
• Identify research and resolve software-related issues involving:
  
• Microsoft 365 applications
  
• Adobe products
  
• Email systems
  
• Microsoft Teams
  
• OneDrive
  
• Respond to telephone calls emails and personnel requests for desktop and mobile device support.
  
• Document track and monitor reported issues to ensure timely and complete resolution.
  
• Provide support for printing devices including:
  
• Printer installation
  
• Printing issue troubleshooting
  
• Replacement of consumables
  
• Provide support for office copier machines including:
  
• Print queue installation
  
• Copier issue troubleshooting
  
• Replacement of consumables
  
• Assist users with conference room technologies including Cisco conference room equipment Webex and Microsoft Teams meeting setup.
  
• Troubleshoot connectivity and meeting technology issues.
  
• Provide support for computer peripherals including:
  
• Wireless keyboards
  
• Mice
  
• Scanners
  
• Local printers
  
• Wireless headsets
  
• Answer user questions and resolve computer problems in person by phone or through remote support tools.
  
• Follow established procedures for inventory and asset management.
  
• Maintain tracking for computers mobile devices printers and related equipment including assignments returns and lifecycle status.
  
• Read and interpret technical manuals and documentation to support troubleshooting and system maintenance.
  
• Use diagnostic tools and reference materials to resolve hardware and software issues.
  
• Maintain knowledge of commonly used concepts practices and procedures within desktop support and enterprise IT environments.
  
• Communicate clearly and effectively with end users and IT team members.
  
• Assist with coordination and implementation of system upgrades patches and new hardware/software deployments.
  
• Provide accurate and timely responses to general computing and administrative questions.
  
• Implement and support shared software including:
  
• Operating systems
  
• Configuration management tools
  
• Standard enterprise software applications
  
• Provide clear status updates and timely reporting on work activities task progress and issue resolution.
  

Requirements

Required Qualifications

• 610 years of experience providing technical support to computer system users by telephone email in person or remote support tools.
  
• 610 years of experience maintaining personal computers systems and printers.
  
• 610 years of experience installing and troubleshooting computer operating systems and software.
  
• Bachelors degree in Information Technology a related field or equivalent professional experience.
  

Preferred Skills and Competencies

• Strong experience supporting Windows-based desktop and laptop environments.
  
• Hands-on experience with Microsoft 365 Microsoft Teams OneDrive Adobe products and enterprise email systems.
  
• Experience supporting iPads iPhones and mobile device management processes.
  
• Experience supporting printers copiers scanners wireless peripherals and conference room technology.
  
• Familiarity with Cisco conference room equipment Webex and Microsoft Teams meeting support.
  
• Strong troubleshooting documentation and issue-resolution skills.
  
• Ability to communicate technical information clearly to non-technical users.
  
• Strong customer service mindset and ability to manage support requests professionally.
  
• Ability to follow established IT procedures asset management practices and support documentation standards.
  
• Ability to work onsite in a professional office environment.
  

How to Apply

Qualified candidates who are confident they meet the requirements are encouraged to send their updated CV to: