Deskside Support Technician

GDC IT Solutions

Frederick, MD
Posted 3 months ago

Deskside Support Technician

  • Frederick, Maryland
  • Hourly

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Job Description


GDC IT Solutions is currently seeking a Deskside Support Technician in the Frederick, MD area.


Position Overview:

This position provides the second level of support to end users by handling Incidents and Service Requests that have been escalated by lower tiers. Support will be provided onsite, remotely over the phone, or via email.


Accept & register Service Desk Calls.

  • Provides resolution for escalated Incidents or Requests.
  • Categorize and prioritize incidents correctly according to standard operation procedure.
  • Understand and work within established Service Level Agreements (SLA) to ensure timely resolution to incidents and requests.
  • Ensures quality customer service to users; ensures proper and accurate feedback on technical problems; coordinates communications between user and technical staff.
  • Work with other IT teams to identify the source of issues.
  • Escalate calls to higher level support as needed; allowing time to maintain established SLA.
  • Troubleshoot network connectivity issues, including cabling, and switch configuration.
  • Troubleshoot 3rd party software & internal applications, PC configuration issues.
  • Install & configure software packages including standard workstation software and non-standard application software.
  • Continue to improve technical knowledge through ongoing training and certifications.
  • Perform PC setups & moves for users including connecting to LAN.
  • Assist with Business Recovery hardware set-up in the event of a disaster.
  • Perform other duties as assigned.

Minimum Qualifications

  • Windows 10, and Office 365
  • Active Directory Maintenance
  • Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
  • Client PC connectivity – Ethernet, TCP/IP, and VPN
  • File server knowledge
  • Experience with Imaging tools, and desktop security products
  • 2 years+ experience working in a Windows/Mac environment.
  • Ability to handle multiple projects at the same time
  • Good customer service and troubleshooting skills.
  • Excellent communication skills, (active listening skills)
  • Ability to communicate technical information, both verbal and written to a wide range of end-users
  • Good interpersonal skills
  • Ability to work independently, complete tasks with minimal supervision.
  • Team player


Preferred Experience: 

  • Associate degree in technology field or technical IT certifications
  • Comp TIA A+, certification
  • Microsoft Office Specialist, certification

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

  • Cutting Edge Technology and Innovation
  • Career Growth Opportunities
  • Employee-Centric Environment
  • Comprehensive Benefits Package
  • Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.


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Job Features

Job CategoryComputer Science

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