Deskside Specialist

Washington D.C
Sep 13, 2019
Sep 29, 2019
Full Time
As a Deskside Specialist you will provide timely, efficient and effective technical support to resolve problems with the Airports Authority's various computers/systems.

Deskside Specialist

Serves in the IT Service Delivery Division of the Program Support and Business Relations Department in the Office of Technology at either Ronald Reagan Washington National Airport (DCA) or Washington Dulles International Airport (DCA), or at the Headquarters Office.

Responds to service requests from users to resolve desktop, laptop, print, telephone, and hardware problems; enterprise application problems/accessibility issues; desktop engineering initiatives; and/or other advanced queries. Performs related functions.


Provides assistance calls for software, hardware, application problems, telephone problems, and installation support from users at DCA, IAD, Dulles Toll Road, and Dulles Corridor Metrorail Project.

Creates request tickets, enters user and problem information into the Division's ticket tracking system, documenting problem information. Conveys ticket status and expected resolution timeframe to the user.

Works with users to troubleshoot reported problem(s); works remotely using Tier II remote troubleshooting/diagnostics or remote access software.

Elevates more complex problems to staff qualified to handle Tier III problems and keeps Supervisor informed; coordinates resolution of problems requiring "deskside" attention.

Provides deskside installation, maintenance, and repair for PCs and components including configuration management services; assists the Desktop Engineer in configuring computers.

Supports implementation of new standard software or updates to software as adopted.

Practices Total Contact Ownership on all assigned problems/installations working to ensure a high degree of customer satisfaction.

Ensures closeout of tickets and that the user has been sent a service evaluation to complete.

Operates within established Divisional IT Infrastructure Library (ITIL) service support and service delivery framework and Total Contact Ownership principles and practices.

Performs other duties as assigned.


Three years of progressively responsible experience in IT deskside service delivery that includes providing hands-on IT problem resolution (including break/fix and asset refresh activities) in a high volume customer service environment.

Knowledge of and the ability to provide associated Tier II support and service resolution for MS Office Suite and software (Word, Excel, Outlook, Access, PowerPoint), IBM PC and PC-clone computers/operating systems, and personal and network printers, scanners, and other IT related equipment.

Knowledge of ITIL foundations as related to providing Tier II deskside support.

Knowledge of and skill in using a range of IT diagnostic utilities in Tier II service resolution.

Knowledge of ITIL IT Service Management industry service levels and IT Service Management concepts and ability to provide excellent technical/non-technical support with outstanding customer service.

Ability to analyze data and information and resolve problems and make recommendations.

Ability to speak and write effectively.


Associate's Degree in Computer Science, Telecommunications, or Management Information Systems (MIS) .

Certification in A+.

Certification in ITIL v3 Foundations.

Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint).


A high school diploma or a Certificate of General Educational Development (GED).


A state driver's license in good standing.

Certification in A+ from CompTIA within 180 days of hire, promotion, or placement in the job.

Certification in ITIL v3 Foundations from AXELOS or other accredited organization within 180 days of hire, promotion, or placement in the job.

Certification as a Microsoft Office Specialist (Word, Excel, Outlook, Access, PowerPoint) within 180 days of days from the date of the Final Offer Letter.


Must be able to work a standard on-call rotation, a varied schedule of days, and outside of the normal 8am-5pm business hours, for scheduled and emergency maintenance and/or upgrades.

May be assigned to Monday through Friday, 4:00 PM to midnight shift.

Subject to shift holdovers and recall on a 24-hour basis, for essential services and emergencies, including night hours and weekends.

Work is typically reviewed in progress and upon completion for quantity, quality, timeliness, teamwork, customer service, and other factors.

Certifications must be maintained.



A background security investigation will be required for all new hires.

Metropolitan Washington Airports Authority is an Equal Opportunity Employer.| Follow us on Twitter @MWAAcareers.

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