Responsibilities:
- Manage SLA reporting, adherence, and contract compliance.
- Plan and manage shifts, including on-call rosters and resource productivity.
- Provide training and development support to team members.
- Ensure compliance with security policies and maintain appropriate inventory levels.
- Monitor and resolve service requests and incidents within agreed service levels.
- Plan and execute move requests and project-related activities.
- Install and configure desktops, laptops, mobile devices, and associated peripherals and software.
- Perform break-fix support, desk-side support, IMACD activities, data migration, refreshes, and system health checks.
- Execute onsite updates, configuration changes, and software installations.
- Provide hands-on technical support to end users at their desk locations.
- Identify and proactively address potential issues impacting end-user experience.
- Manage ticket queues and ensure timely resolution and closure of incidents.
- Communicate effectively with users regarding ticket status and follow-ups.
- Coordinate with hardware vendors for warranty repairs and replacements.
- Perform security and compliance tasks including access reviews, risk assessments, and control verifications.
- Collaborate with Level 3 support teams and project teams for enhancements and upgrades.
- Provide IT support for onsite and offsite events, including setup and real-time assistance.
- Support disaster recovery efforts and emergency response situations.
- Participate in on-call support rotations outside business hours.
Required Skills And Experience:
- 4–7 years of experience in onsite IT support or field support roles.
- Strong knowledge of desktop systems, operating systems, and technical environments.
- Experience supporting Windows OS, Microsoft Office, VPN, printers, laptops, and mobile devices.
- Ability to install and troubleshoot a wide range of software applications.
- Experience with ticketing systems and SLA-driven environments.
- Strong analytical and problem-solving skills.
Preferred Qualifications:
- CompTIA A+ or equivalent certification.
- Experience working with diverse technical environments and remote site support.
Soft Skills:
- Excellent customer service and communication skills.
- Strong organizational and multitasking abilities.
- Ability to work independently and within a team.
- Proactive mindset with attention to detail.
- Flexibility to travel to remote sites as needed.
Physical Requirements:
- Ability to lift up to 30 lbs at waist level.
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading staffing and recruiting powerhouse. Proudly recognized as a nationally and locally certified diversity firm, Cynet delivers agile, scalable talent solutions across industries. With an active footprint in all 50 U.S. states and Canada, we support thousands of consultants through our expansive, high-performing recruitment engine operating across North America and Asia—ensuring speed, quality, and consistency in every hire.
