Desktop Support Specialist Ann Arbor, MI SUMMARY: Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. Recognized on the 2020 & 2021 Inc. 5000 list of America’s fastest growing companies, we are always looking to hire top talent in the field - come join us today! The Desktop Support Specialist will provide support and maintenance within a federal agency’s desktop computing environment. This includes installing, diagnosing, and maintaining all desktop equipment, network printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users) or via telephone/remote control (off-site users). SPECIFIC KNOWLEDGE, SKILLS, & ABILITIES: + Ensure proper day-to-day operation of technology applications and equipment by identifying, researching, and resolving technical problems + Provide deskside assistance to resolve technology issues + Provide how-to knowledge transfer to users on computer-related issues within Agency and contractual boundaries + Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs + Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge, and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff + Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex issues. Must know when to escalate issues not resolved at this level to management. + Utilize ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention + Ensure all Incident tickets are resolved, and Service Requests completed, within documented service levels + Interact with asset management, network services, software systems engineering, applications development and/or printer maintenance services to restore service and/or identify and correct core problems + Assist in developing and documenting improvements to current processes, and creating/updating KAs and SOPs + Possess excellent presentation, and verbal and written communication skills + Provide technology refresh support as needed EDUCATION, EXPERIENCE, & CERTIFICATIONS: + US Citizenship and ability to obtain and maintain a federal public trust clearance required + Minimum 2 years’ recent experience providing in-person desktop support to end users in a corporate environment; troubleshooting and resolving all aspects of computer hardware and software + Minimum 2 years’ recent experience supporting Windows 10 and Microsoft Office Suite (Office 365), and using Active Directory in a domain environment + Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience a plus + Experience supporting audio/video and video teleconferencing equipment a plus + CompTIA A+ Certification and/or Microsoft Certified Desktop Support Technician desired + This position requires the ability to move, carry, lift, push, and/or pull up to 45 pounds, as well as climb under/around cubicles, desks, and offices for cable management Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify.