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Support Desk Specialist in Bethesda, MD at ProQuest

Date Posted: 7/2/2018

Job Snapshot

  • Employee Type:
  • Location:
    Bethesda, MD
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:

Job Description

ProQuest – Who we are…

The ProQuest Mission: Better research. Better learning, Better insights. ProQuest enables people to change their world. ProQuest supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped ProQuest to become an industry leader in the Information Services market.


What will I be doing?

As a Support Desk Specialist you will be responsible for maintaining most activities performed by the Enterprise Support team, including all problem resolution and technical support to ProQuest employees globally.  


In this position, you will also…

• Complete or escalate support tickets from phone queue and Remedy System.

• Purchase, test and provide ongoing support for a wide variety of software applications based on end-user needs.

• Purchase, install and test a variety of hardware for laptops, desktop and mobile devices.

• Perform extensive troubleshooting in order to ensure hardware and software compatibility with company-provided equipment.

• Build and configure system images for laptop and desktop computers.

• Provide limited support to Active Directory.

• Provide first-level support for hardware, software and virtual needs. 

• Support all mobile devices (cell phones, pagers, and smart phones), including deployment, repairs, tracking. Deliver positioning of new feature/function; provides feedback into competitor feature/function.  


Qualified Candidates must have…

• Associate’s degree in Computer Science or related field or equivalent combination of education and experience.

• 2 or more years of related professional experience in a similar help desk role.

• Ability to troubleshoot hardware or software related problems.

• Excellent communication skills with both technical and non-technical users over the phone, in person and through progress reports, e-mail and other written documentation 

• Working knowledge of office automation software, including Microsoft AD, Exchange, Multi-Function printers, Microsoft Office Suite and other third-party products.

• Ability to work in a team environment for positive outcomes, generating trust.

• Capability to manage multiple tasks and of meeting aggressive deadlines. 

• Strong problem solving and fault diagnosis skills.

• Ability to use technology to automate procedures/processes.

• Ability work under pressure and in crisis situations.


It would be awesome if you also had…

• Bachelor of Science in Computer Science or related field.

• Advanced knowledge of PowerShell.

• MCSE certification..


Other important information about this position:

• This position is based in ProQuest’s Bethesda, MD office location.

• Occasional travel is required.

• This position requires weekday attendance with some flexibility around core working hours.

• Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.


More to love about becoming a PQ employee!

• We offer professional development opportunities with a significant focus on learning

• We hold fun on-site events

• Our employee population is smart and highly collaborative

• We have a relaxed dress code.

• All of our employees have access to ProQuest research products including eBooks, genealogy and academic journals


At ProQuest, we work hard and have fun doing it. If you take pride in providing excellent customer service with a collaborative environment, please consider joining our talented team!