Title: Sr. Desktop Sjupport SpecialistLocation: Washington, DCDuration: 6 months Contract To full time HireThe candidate will be assigned to the Tier2 Desktop Engineering team and serve as a Desktop Engineer focusing on supporting customer requests and on the requests for technology refresh (replacement and upgrade of current desktops or laptops). The work is performed in a Microsoft Windows environment. Desktop Engineering / Customer support activities are performed within the DOT Headquarters building in Washington, DC.Responsible for providing desk side support to end users for complex issues regarding response and resolution. Escalation point for Junior and Mid level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid level engineers. Updates status of queued service requests with the IT service management system.HIGH PRIORITY QUALIFICATIONS, SKILLS, EXPERIENCE, CERTIFICATIONSThe support will range from simple to complex system issues and may include VIP support requirements.The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.A$ cents A cents ' not A' cents Customer service and communication skillsA$ cents A cents ' not A' cents Troubleshooting Microsoft Windows 10A$ cents A cents ' not A' cents Installation and configuration of new machines in a Windows environmentA$ cents A cents ' not A' cents Dell HardwareA$ cents A cents ' not A' cents ImagingA$ cents A cents ' not A' cents Smart cards / PIV cardsA$ cents A cents ' not A' cents Experience with Office 365, VPN, Active Directory, Thin ClientA$ cents A cents ' not A' cents Provide Remote Tool SupportA$ cents A cents ' not A' cents Conference Room / VTC SetupsA$ cents A cents ' not A' cents HDI Desktop Tech CertificationA$ cents A cents ' not A' cents ITIL V4*QUALIFICATIONS AND EDUCATION REQUIREMENTS*A$ cents A cents ' not A' cents Must have a minimum of 5 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.A$ cents A cents ' not A' cents Must have a minimum of 4 years of experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software.A$ cents A cents ' not A' cents Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.A$ cents A cents ' not A' cents Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience.A$ cents A cents ' not A' cents HDI Technical Support Professional required within six (6) months of employment.*PREFERRED SKILLS*A$ cents A cents ' not A' cents Familiarity with BMC RemedyA$ cents A cents ' not A' cents Familiarity with Service NowA$ cents A cents ' not A' cents Technical WritingJob Types: Full-time, ContractPay: $40.00 - $50.00 per hourSchedule:* 8 hour shiftEducation:* High school or equivalent (Preferred)Experience:* Desktop support: 5 years (Preferred)* Smart cards / PIV cards: 1 year (Preferred)* VPN- Cisco AnyConnect: 1 year (Preferred)* BMC Remedy: 1 year (Preferred)* Office 365: 1 year (Preferred)* Active Directory: 1 year (Preferred)* ServiceNow: 1 year (Preferred)* Windows 10: 1 year (Preferred)Work Location: One location