Temporary Desktop Support Technician

The Brattle Group, a privately held, global economic consulting firm, is looking for a Temporary Desktop Support Technician to join our Washington, DC office. The position is responsible for providing technical support to users of PCs and related end-user technologies through the company’s ticketing system as well as in-person support. The candidate facilitates the Desktop Support team to identify, resolve, and prevent the recurrence of problems.

The candidate must be articulate and possess strong technical troubleshooting abilities. The candidate demonstrates ownership and information retention abilities. The candidate possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software. In addition, the candidate provides an exemplary “white glove” level of customer service to internal clients.

• Assists users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Monitors and responds to helpdesk tickets
• Manages escalated tickets
• Maintain and support A/V in conference rooms
• Maintains an accurate inventory of hardware devices and software licenses to ensure the firm’s compliance with legal requirements and corporate policies
• Performs regular audits to ensure that software and hardware inventory information is accurate
• Performing onboarding processes (training end users, set up laptops, deploying hardware)
• Utilizes enterprise imaging, software deployment tools, and data migration for end user computing needs
• Supports account lockouts and password resets
• Initiates and manages calls for printer repair services
• Collaborates with the HR department regarding employee hires, departures, moves, and changes
• Assists in video conference setup, training and problem resolution
• Assists with printer support and maintenance
• Supports and distributes company-owned mobile devices
• Communicates and coordinates regularly with Desktop Support Manager
• Establishes strong relationships with end-users to advise and promote how information technology can be used to address business objectives
• Participates in on-call rotation for emergency support phone queue
• Assists with on-site systems, infrastructure and networking hardware installations, in coordination with the Infrastructure team
• Assists with the testing of relevant technology solutions
• Assist in supporting the company's security posture
• Assists with office move related tasks and vendor management in coordination with Desktop Support Manager
• Participates in documenting, maintaining and applying IT procedures/guidelines
• Works with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

• BSc in IS, CS, or equivalent experience; A+, MCP or other equivalent certification is desired
• Minimum five years of experience in a desktop support and end-user support role
• Windows 11 Enterprise, Microsoft 365, Active Directory, Apple iOS device, and laptop hardware/software support
• MS Intune device management
• MS Autopilot
• Desktop and hardware configurations, including Thunderbolt docking solutions
• Endpoint VPN connections
• Virtual desktop environments (VDI)
• Remote desktop support (RDP)
• Troubleshooting printers
• Excellent customer service skills
• Excellent verbal and written communication skills
• Demonstrates analytical, organizational, and problem-solving skills
• Proficiency in help desk ticketing systems
• Laptop hardware and peripheral troubleshooting
• Corporate antivirus endpoint support
• Proficiency in Active Directory Users and Computers account management
• Current LAN and WLAN IP network technologies
• Bluetooth and other wireless technologies support
• Adob…