Desktop Support Technician I

Responsibilities

• Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Performs a variety of clerical and administrative duties pertinent to onsite assistance.
• Replies to trouble tickets to resolve user problems.
• Provides expert technical assistance through in person communication, phone, email, ticketing management system and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.
• Provides personal computer support analysis, and hardware/software installation and configuration.
• Maintains an audit trail and statistical records of all problems and conditions reported by the client.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications

• This position requires a Public Trust Clearance by start date.
• 0-5 years of experience and high school diploma.
• Experience as an onsite worker demonstrating time management and self-discipline with cultural change management and Agile mindset.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Physical Requirements

• Regularly required to communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel minimally within 50 miles of your primary duty location via car, which requires ability to manage computer hardware, laptop, and briefing materials.