DESKTOP SUPPORT TECHNICIAN (ONSITE/NOT REMOTE)

About the role

The purpose of this position is to serve as the first point of contact for end-users seeking technical support related to workstations, software, applications, or other equipment via a Helpdesk ticketing system. Participate in the testing and evaluation of new hardware and software. Support mobile and remote workforce requests for assistance. Document solutions to problems and develop end-user guidelines.

Responsibilities

• Respond to tech inquiries via Service Desk Portal, email, online chats, phone, or in person.
• Follow up with customers to ensure satisfactory service.
• Perform computer hardware, software and peripheral setup, installation, and configuration (i.e. monitors, keyboards, etc.).
• Provide new employee technology orientation and set-up.
• Utilize workstation imaging software to streamline workstation deployment.
• Cookordinate with facility staff for the installation, configuration, maintenance, and ongoing support of printers/Scanners.
• Respond to incidents concerning computer operation and apply troubleshooting principles and techniques to diagnose hardware, software, and other problems.
• Enter status and completion information for assigned tasks.
• Perform troubleshooting of connectivity problems with LAN connections, Wi-Fi, or VPN connections.
• Aid with hardware asset inventory control assessments.

Requirements

• Familiarity or experience with VPN configuration and troubleshooting experience.
• Familiarity or experience with Windows and/or Linux operating systems.
• Basic understanding TCP/IP network concepts and Ethernet switch configuration.
• Familiarity or experience with Office 365.
• Familiarity or experience with Microsoft Active Directory.
• Familiarity or experience with Network cabling.
• Proficiency in common business software (Word, Excel, Power Point, Outlook, & SharePoint).
• Help Desk or related experience (Preferred).

Education and Certification Requirements

• High School Diploma (Required).
• Security+ CE certification, or the ability to achieve certification within six months -or- other technical certification or equivalent experience (Preferred).
• Associates degree with a computer major or bachelor’s degree (Preferred).

Employment Requirements

• Ability to work on-site.
• This is not a remote position.
• Ability to work occasional after-hours work and/or overtime as required for urgent issues or project deadlines.
• Due to contractual requirements must be a United States Citizen.
• Required to communicate in English.
• Must be able to obtain and maintain an active Department of Defense security clearance.

Physical Requirements/Work Environment

• Typical office environment requiring the use of typical office equipment (e.g., computers, phones, etc.).
• Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulation, and neck bending and turning.
• Near vision is necessary for computer monitor use.
• There may be extensive periods requiring the use of computer terminals to accomplish work objectives.
• Bending, standing, walking, crawling under desks or behind furniture may be required.
• Lifting of laptop and other computer equipment, files and/or personal belongings weighing 50 lbs. or less may be required.
• Work is primarily performed in an office environment consisting of offices and cubicles with low to moderate noise and bright or dim lighting.
• The work is fast-paced and sometimes involves extreme deadline pressures.
• The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as external customers.