Responsibilities:

• Configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals.
• Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support software.
• Relocates IT equipment including desktop computers, printers, monitors, and other general peripherals.
• Provide end-user software troubleshooting and support; daily maintenance and incident/problem resolution for escalation of desktop support related issues.
• Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Connects and configures IT devices to use computer networks.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provides software support for user applications, including basic to advanced software operations and general use of computers and peripherals.
• Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Document all user requests and actions taken in ServiceNOW ticketing system.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
• Ability to work well under pressure and to meet deadlines as needed.
• Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints.
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory.
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PCs, laptops, and peripherals.
• Follows set policies and procedures when assisting clients to ensure proper handling of requests. Supports continuous improvement in the process and quality of the operations.
• Identify and execute process improvements and other enhancements that improve operational efficiency.
• Develops end-user documentation and instructions. Contributes knowledge and updated information to maintain the Help Desk SOPs and Training manuals for Tier I/II support.
• Maintains a professional attitude and appearance always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.
• Assist users in accessing and using IT systems. Provide user education and training in basic hardware and software functions.
• Utilization of a ServiceNow based ticketing database to track, update and resolve break/fix incident tickets and in fulfilling new requests submitted and tracked as Demands and RITMs.
• Participate in special projects as required.

Qualifications

Required Qualifications:

• 5+ years of experience is required.
• BA/BS degree or equivalent work experience
• Must possess and maintain a Secret Clearance.
• Must meet DoW 8140 requirements and be eligible for IAT level II access upon hire for positions with elevated privileges.
• Technical support experience in current desktop, laptop computers, and printers.
• Experience in various operating systems to include Windows 10 and Microsoft Office suite.
• Knowledge in Voice and VTC installation and support.
• Excellent troubleshooting capabilities.
• Experience using ticketing system (ServiceNOW).
• Strong customer service and end user equipment support skills.
• Strong written and oral communications.
• Ability to handle multiple competing priorities in a fast-paced environment.
• May be required to work evening, weekend, and holiday hours as required to support critical mission.
• Depending on job assignment, additional specific certifications may be required.

Preferred Qualifications:

• Must have or obtain Windows 10 MD-100 certification within 30 days of hire