End User Devices (EUD) Deskside Support Technician (OUSW Policy)

Responsibilities

• Provides dedicated Tier II deskside IT support to J6 personnel under the 6.14.1 Dedicated IT Support task.
• Designs, analyzes, and maintains complex enterprise infrastructure systems to enhance efficiency and reliability.
• Troubleshoots and analyzes infrastructure components to diagnose and resolve reported issues effectively.
• Diagnoses and resolves hardware, software, and connectivity issues for supported end users.
• Responds to ServiceNow incidents and service requests within defined SLA timeframes.
• Performs device setup, configuration, and software installations for onboarding users.
• Documents all support activities in ServiceNow with accurate records of issues, actions, and resolutions.
• Collaborates with Tier III and infrastructure teams on escalated issues.
• Supports equipment exchanges, hardware replacements, and peripheral troubleshooting.
• Organizes and conducts training sessions for staff on new software applications and hardware usage, fostering a knowledgeable workforce.
• Diagnoses and resolves network-related problems to ensure seamless connectivity and performance.
• Maintains accurate records of computer inventory and surplus equipment, ensuring proper asset management.
• Ensures desktop computers integrate seamlessly with various systems, enhancing user experience and productivity.
• Safeguards passwords, data integrity, and file system security within the computing environment.
• Champion and implement system upgrades to extend the lifespan and performance of technology assets.
• Identifies and remedies hardware and network connectivity issues swiftly and efficiently.
• Supports the technical upgrading and maintenance of comprehensive desktop systems.
• Aids in the testing and deployment of new applications and systems, ensuring smooth transitions.
• Exhibits exceptional verbal communication skills, effectively engaging with technical and non-technical colleagues across all organizational levels.
• Resolves issues through thorough problem analysis, implementing both temporary and permanent solutions as needed.
• Accurately records, updates, and documents requests in the IT service desk system, along with other duties as assigned by management.

Qualifications

• Required Education and Experience: Bachelor’s Degree in IT related field or equivalent, 5 years or more of professional experience supporting PC hardware and software systems.
• Certification: ITIL v4 Foundations, CompTIA Security+.
• Preferred: CompTIA A+.
• Microsoft 365 Certified: Modern Desktop Administrator.
• Clearance Required: US Department of Defense (DOD) issued Top Secret Clearance w/SCI.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Effective prioritization and execution of tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Familiarity with ServiceNow ticketing system.
• Team-oriented and skilled in working within a collaborative environment.

Physical Requirements

• Sitting for long periods.
• Standing for long periods.
• Ambulate throughout an office.
• Stoop, kneel, crouch, or crawl as required.
• Lift and carry weight up to 50 pounds repeatedly.