Requirements:
Associate degree or equivalent level of experience required
HDI-CSR Certification (can be acquired after being hired)
Security Clearance Requirement: U.S. Citizenship and active Level III Public Trust clearance required
Minimum 3 years of relevant experience as Help Desk Tier II required
Strong customer service/ White glove service preferred
Experience working in an executive level IT support role supporting senior officials/C suiteexecutives preferred
Current CompTIA A+ce, Network+ce, or MCP, or equivalent cert
Strong Knowledge of laptop technologies
Knowledge of Windows 7 or Windows 10 and all standard MS Office software systems including MSProject, especially knowledgeable with Windows 10 environment
Experience with IT and Help Desk technologies, to include Remedy, Heat, and other ticketingsystems
Knowledge of workstation administration and management
Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for users and computers, thin client, terminal services, and Virtual Desktop Infrastructure (VMWare VDI)
Strong communication skills and ablity to establish rapport with clients
Ability to work individually and within a team environment with little supervision.
Must be able to stand, bend, sit, kneel, lift, and reach as needed for IT support of customer
Job Responsibilities:
Daily interaction with clients and high-level government employees
Representing the company and its interests in all client engagements
Addressing and correcting any hardware, software, or connection issues
Perform daily account and device administration using a Mobile Device Management system andother mobile related third-party applications
Perform preventative maintenance on mobile devices
Provide Desk-Side Support services to include remote and on-site troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets
Coordinate with Tier 2 to support mobile service needs throughout various satellite locations
Provide advanced service support and service delivery functions, follow procedures, support customerIT needs via remote access and desk-side support.
- Supporting Desktop/Laptop users and resolving any issues with Microsoft, Adobe, Roxio, and other deployed software
- Resolving problems through customer education, training, and direct assistance
- Ensuring backup, recovery and data restoration from workstations for customers during upgrades or when a problem with the system is diagnosed
- Install monitors, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients), local and wide area networks, data storage systems, Active Directory, and other third-party software
- Document Incidents and Work Orders with detailed break-fix steps and resolution in the ticket tracking system
- Serve as the initial point of contact for troubleshooting all IT-related problems, including hardware/software, passwords, and printer problems
Pay: From $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
Education:
Experience:
- Help desk: 3 years (Required)
License/Certification:
Security clearance:
Work Location: In person
