Desktop Support Technician

About the role

This is a contract-to-hire, intermediate-level position based in Rock Island, IL. The role involves providing IT support, including VIP-level assistance and after-hours work as needed. You will work independently under project objectives while keeping the Project Manager informed of progress and complications.

Responsibilities

• Accurately record daily tasks and assignments for metrics gathering on task orders.
• Coordinate updates of cell service hardware and software applications.
• Develop procedures and training materials for customers and internal use.
• Aid in the design, development, and maintenance of various system applications.
• Troubleshoot and resolve complex IT-related problems, including VIP-level support.
• Set up and support unique systems (e.g., Janus, machines with external hard drives, x-ray viewers, Eubank scanners).
• Troubleshoot unique devices and hardware issues (e.g., PCA photo printers, handheld scanners, KVMs, 49” monitors, docking stations, network/power/battery issues).
• Resolve issues or redirect to the appropriate support helpdesk.
• Perform above-baseline imaging and hardware setup, relocation, and issue support.
• Set up KVMs for users with SIPR and NIPR (Ops Center & KG175s).
• Package and mail equipment for remote users (government and contract personnel).
• Assist remote users with troubleshooting.
• Support LCR distribution: set up OneDrive, Teams, Outlook, test VPN, and issue power supplies (including travel).
• Collect equipment turn-ins: complete paperwork, remove/destroy hard drives, scan equipment, and send scans to G4 for TI.
• Provide off-site LARs support: hand off unique bios passwords to NEC personnel, issue new or LCR equipment (including shipping).
• Input and approve all HQ JMC TCOs.
• Maintain inventory of all devices.
• Perform other duties as assigned or required.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or equivalent and five (5) years of progressively complex IT/computer support experience; or an equivalent combination of education, training, and experience.
• Recommended two (2) years of experience in an IT-related field.
• Security+ certification required for DoD 8570.01-m IAT Level 1 position.
• Interim Secret Clearance required prior to confirmed full-time employment.
• Must complete SCIP training through the NEC after hiring.
• May be required to work outside traditional work hours, including after-hours support.

Skills

• Proficiency in applicable computer system software programs and MS Office Applications.
• Strong problem research and resolution skills.
• Ability to work in a secure environment and adhere to security protocols.
• Experience troubleshooting hardware/software.
• Strong written and oral communication skills.
• High attention to detail and equipment accountability.
• Ability to maintain security of devices and activate/deactivate/suspend service on devices.
• Ability to work independently, multitask, prioritize projects, and meet deadlines.
• Analytical and research skills.
• Ability to establish and maintain cooperative working relationships.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Proactive approach to staying updated on the latest technology trends.
• Experience with: Desktop support, troubleshooting, hardware, Windows 10, Active Directory, Windows, and customer service.

Pay

The pay range for this position is $20.00 - $30.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical illness, accident, and hospital insurance.
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available).
• Life Insurance (voluntary life & AD&D for employees and dependents).
• Short- and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, vacation, or sick leave).

Schedule

This is a fully onsite position in Rock Island, IL. Periodic after-hours support may be required.