Desktop Support Specialist @ ERG

ERG is a research and consulting firm that provides a wide range of support to federal, state, and commercial clients. ERG offers multidisciplinary teams with nationally recognized skills in engineering, science, economics, public health, informational technology, and communications. We hire people with the best minds and then provide them with a vibrant and flexible environment in which to develop their careers. The qualified individual must be highly motivated with the skills to prioritize, perform, and communicate effectively in a fast-paced environment.

Our Chantilly, VA office has an immediate opening for a bright, motivated Desktop Support Specialist to support our network and desktop computer systems. The ideal candidate will have excellent customer support and problem-solving skills, thrive in a fast-paced environment, and be able to provide high-quality first-line support to users across all our locations. Experience with onboarding and offboarding employees, automating redundant processes, and cultivating a secure IT environment using best practices is crucial. We are looking for candidates with solid written and oral communication skills who can troubleshoot across all current Windows and Office 365 versions.

Please note that this is a hybrid role, with a minimum of 3 days in the office. This position is currently in Chantilly but will be moving to Fairfax, VA, by the end of the year. Occasionally, travel to our Arlington, VA, and Herndon, VA offices may occur.

Job Description:

Office 365 products support
Setting up new hire computer equipment
Laptop/Desktop rebuild
Creating and administrating Active Directory accounts
Setting up and troubleshooting multi-factor authentication (MFA)
Troubleshooting laptop/user issues (e.g., driver updates, VPN, hardware issues)
Password management, providing new passwords or removing lockouts as needed
Installing, configuring, and updating software applications
Onboarding new employees, including provisioning equipment and logins and orienting employees to the environment
Offboarding departing employees, including disabling access and collecting assets
Performing facilities-related tasks, including office moves, shipping/receiving, and conference room equipment support
Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products
Maintaining precise documentation and records for hardware and software inventory
Maintaining virus protection, OS service packs, third-party software patches, and upgrading the laptop’s OS
Handling printers and toner issues
Troubleshooting application installations and end-user issues with various desktop applications (Google Chrome, Office 365, Adobe products, and various antivirus suites)
Responding to user issues reported through tickets or management requests and updating tickets accordingly throughout the resolution process
Serving as a first line of contact about desktops, laptops, scanners, and other information technology systems (local and remote) as required to ensure efficiency and reliability
Creating articles for the knowledge base to ensure common issues and configurations are well-documented and available to employees, helping to promote a self-service portal
Coordinating with vendors for warranty repair of IT assets
Familiar with the Backup Tape drives
Familiarity with a variety of remote access tools

Qualifications and Skills:

3-5 years’ experience as a desktop support staff member
5+ years of relevant work experience in Microsoft operating systems, particularly Windows 11 and 10, Windows Server 2016/2019, Active Directory, Office 365, SharePoint Online, Microsoft Teams, Adobe, or similar
3+ years of network equipment experience, including switches, hubs, and wireless routers
Familiarity with Dell laptops, desktops, and HP printers
Familiarity with audio-visual equipment and software like Zoom, GoToMeeting, and Microsoft Teams
Hands-on experience with BitLocker, MFA, and VPN setup. Experience with ServiceDesk Plus or similar products
Working knowledge of networking topologies, TCP/IP, DNS, DHCP, and wireless. Experience with CompTIA A+ and/or CompTIA Network+ is a plus

ERG offers competitive salaries and excellent benefits, including health and dental insurance, life insurance, long-term disability, educational benefits, FSAs, a generous 401k plan, profit sharing, an EAP, 11-20 paid vacation days per year, 10 paid holidays per year, 56 hours or more of sick leave (based on the state you work in) per year (pro-rated for part-time) and more. The salary range for all positions depends on the years and type of experience.

ERG is an equal opportunity employer and complies with all applicable EEOC and affirmative action regulations. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. As such, successful candidates must be committed to working with diverse and inclusive teams.

You are not required to display your age, date of birth, or the dates of attendance or graduation from school on your transcript or any other document on your application.

Please be aware, the only authentic corporate domain for ERG is https://www.erg.com. ERG may, on occasion, screen applicants via telephone or video interviews via Skype, Teams, GoToMeeting, or another type of video platform. However, any candidate extended a job offer might be asked to meet in person with an ERG employee before providing confidential personal information associated with new employment.

If you’re a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access ERG’s online application process as a result of your disability. To request accommodation, please contact Human Resources via email at [email protected] or call (781) 674-7293.

As ERG is a friendly, flexible, inclusive environment and has clients who are committed to making the world a better place, ERGers are incredibly dedicated. We promote and recognize principles of fairness, equity, and social justice in the work we do, the partnerships we foster, and the culture we value both within and outside of our organization.