Desktop Support Specialist

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology and management consulting, technology strategies, application specialties, technology infrastructure, managed services, and proactive support. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients. With over 35 years of experience, we have learned that the key to successful IT is to focus as much on the business needs of the client as on technology.

The Support Practice Group of Kraft Kennedy is seeking applicants for this full time position.

• Monday through Friday, 8:30am to 5:30pm eastern

This position will be located in Washington DC.

Overview

The Support Practice Group (“SPG”) is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.

This position reports to a Team Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Roles and Responsibilities

• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
• Provide periodic support to our clients
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Provide regional local on-site client support, as necessary.
• Participate in an on-call rotation.

• Bachelor’s Degree in IT or related field or a minimum of 5 years of related work experience.
• Minimum one year of Managed Service Provider experience.
• Strong customer service and communication skills.
• Very organized and detail oriented, with a high degree of accuracy and follow up.
• Strong problem solving and technical troubleshooting skills.
• Experience supporting environments with virtual machines, including Windows Server 2012-2019 and Exchange 2013-2019 infrastructure is preferred.
• Experience with Azure infrastructure preferred.
• Experience with document management systems preferred.
• Some combined industry experience with Windows 10-11 desktops.
• Microsoft certifications and/or related technical certifications are strongly preferred

The base pay for this position has a salary range of $55,000 to $65,000. The actual salary offer will take in to account a wide range of factors including the individual’s qualifications, experience as well as location. In addition, certain positions are eligible for bonuses or commissions.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.

Why join us?

• Family oriented team environment with strong emphasis on work life balance
• Medical, dental, HSA, life and long-term disability insurance
• 401k with company match
• Phone reimbursement
• Holidays/vacation/sick days
• Cutting edge training on the latest technologies
• Employee referral bonus program