DKMRBH Inc.
Wilmington, DE
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Job Description :

IMPORTANT NOTES:

  1. Short-Term Position This role is funded for an initial 3-month duration. While there is a possibility of extension, candidates should understand and accept that it may last only for the initially budgeted period.
  2. Fully Onsite Role Due to the onsite nature and short-term duration, only local candidates should be submitted.


Primary Responsibilities:

  • Windows Support Maintain and troubleshoot Windows 10 & 11 systems.
  • Active Directory Management Perform basic Active Directory user management tasks.
  • Microsoft Office Troubleshooting Support users with Microsoft Office applications (Word, Excel, PowerPoint, etc.) in a Microsoft-based environment.
  • Phone System Assistance Provide basic support for the state phone system (Cisco-based).
  • Ticketing System Management Work within the in-house ticketing system, similar to standard platforms.


Job Duties:

  • Identify, research, and resolve technical issues efficiently.
  • Respond to support requests via phone, email, ticketing system, and in-person interactions.
  • Document, track, and monitor technical issues, ensuring clear and concise communication for timely resolutions.
  • Assist clients with troubleshooting computer issues through remote tools like Teams and Zoom.
  • Maintain knowledge of Windows operating systems, imaging processes, and common IT practices.
  • Deliver excellent customer service, with the ability to de-escalate tense situations.


Minimum Qualifications:

  • Experience in installing and supporting Windows environments.
  • Proficiency with ticketing systems.
  • Strong organizational, problem-solving, and multi-tasking skills.
  • Ability to handle confidential information with discretion.
  • Must be able to pass a fingerprint background check.
  • Strong sense of customer service and professionalism, even in stressful environments.
  • Ability to work independently and collaboratively as needed.


Preferred Qualifications:

  • Knowledge of Microsoft Azure/Entra AD.
  • Experience working in virtualized environments.

Skill

Required / Desired

Amount

of Experience

Professional experience in a technical end-user support role providing in-person desktop support AND remote support via phone, email, etc.

Required

2

Years

Experience providing end user support on Windows-based machines (Windows 10 & 11)

Required

2

Years

Experience with basic Active Directory user management for end user support

Required

2

Years

Experience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.) for end users

Required

2

Years

Experience assisting with basic phone system usage for end users (state phone system is Cisco-based)

Required

2

Years

Experience working with a help desk ticketing system

Required

2

Years

Experience providing basic networking support for end users (for example troubleshooting connectivity issues)

Required

2

Years

Experience with hardware/software installation and support and imaging

Required

2

Years

Experience with M365 support

Desired

Experience working in virtualized environments (MS Azure/Entra AD)

Desired

Exceptional communication skills required - candidates must exude professionalism even in stressful situations

Required

             

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