Desktop Support Admin

About the role

We are seeking a skilled and motivated DSS System Administrator to join our dynamic team. As a valued member of our organization, you will play a crucial role in providing exceptional Desktop Support Services to the Department of State consolidated Bureaus.

Responsibilities

• Performs system administrative, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
• Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
• Analyze, evaluate, and test software and hardware in response to issues identified by the customer.
• Support in the planning, installation, security, and breakdown in support of standing up new facilities and standing down retired facilities.
• Mitigate identified security issues.
• Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
• Prepare and maintain activity and progress reports regarding support activities.
• Act to coordinate activities across support agencies to deliver support services to customers.
• Manage and track escalations to ensure timely resolution of customer issues.
• Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.
• Work to meet program service level agreements (SLA's) to resolve customer issues.
• Provide one-on-one and small group training in the use of application (COTS & GOTS) and devices to new users and IT Mart visitors.
• Install, configure and troubleshoot microcomputer hardware and software systems, to include servers.
• Install, configure, and troubleshoot peripheral devices such as, card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
• C Conduct diagnostic troubleshooting and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Requirements

• Associate Degree
• One or more industry standard certifications- A+, Security+, Network+; etc. (Preferred)
• Must have Active Secret or Higher Clearance
• Minimum of 5 years of experience providing Desktop support
• Must have an Associate's Degree or higher in computer science or a related field.
• Must have working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Must have experience providing Tier 1 and 2 technical support with hardware and software.
• Must have excellent attention to detail.
• Must have a strong working knowledge of computer terms

Qualifications

• Must live in the local DMV area and be able to reliably commute to DC daily.

Physical Requirements

• Must be able to move/handle equipment up to 30 pounds

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Tuition assistance
• Vision insurance
• Wellness resources

Pay

$62,000.00 - $67,000.00 per year