Tier II Deskside Technician (Mid-level)

Responsibilities

• Performs Tier II deskside computer workstation services across NIPRNet, SIPRNet, and higher classification networks, providing hardware and software installation, configuration, and repair/maintenance support.
• Requests, receives, images, and prepares workstations with current OS, premium-load, and user-unique software at Government-furnished dedicated imaging locations; tracks issuance of end-user devices and resolves hardware/software conflicts.
• Utilizes DameWare remote access tools to aid in resolution of customer incidents, software installation, and workstation re-imaging; manually installs software when electronic distribution methods are not viable.
• Performs CAC and SIPRNet PKI token PIN resets during Core Business Hours at Pentagon, Taylor Building, and Mark Center; provides after-hours CAC and SIPRNet PKI token PIN reset support at the Pentagon.
• Serves as Trusted Agent (TA) to receive Joint Staff customer requests for SIPRNet PKI tokens, processes requests to the Registration Authority for token creation, and coordinates delivery to end-users (approximately 200 token-related tickets per month).
• Manages MFA physical security token inventory including 100 YubiKey security tokens; provides user instruction on Government-approved MFA and 2FA physical security tokens; submits monthly MFA Security Token Inventory report.
• Performs cyber vulnerability remediation on a minimum of 15 of the most vulnerable computers per network per week, 95% of the time; coordinates with J6 Cyber Security teams; submits weekly Cyber Vulnerability Remediation Report.
• Performs manual software patching on approximately 150 standalone (non-networked) computers; publishes patching schedule and submits monthly Standalone Patching Compliance Report.
• Preserves and restores customer data via backup when performing operations that risk data loss; ensures DAR application verification and compliant device security configurations on all required systems.
• Sets up and maintains a secure environment for sensitive data; ensures all systems comply with security policies and standards.
• Submits digitally signed DD Form 1150 in DPAS within three business days of service fulfillment; maintains bench stock equipment and reports anticipated shortfalls to Government leadership via weekly Equipment on Hand Report.

Qualifications

• Shall possess at the time of award a Secret security clearance.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.