Job Description

• Provide phone support and direct user assistance for use of computer hardware and software, including printing, installation, email, and operating systems.
• Interact with end users to identify and resolve a variety of issues related to desktops, laptops, printers, and server or network connectivity.
• Open and log trouble tickets in ticket tracking system to track issues from identification through resolution.
• Perform user education and other administrative tasks such as mobile phone and laptop inventory control activities.
• Manage consumables inventory (e.g., toner) and assist with annual inventory.
• Escalate any outstanding issues to senior-level technicians or engineers.
• Install, configure, and troubleshoot issues with hardware and software.
• Maintain desktops, configure laptops, create accounts, access, and permissions.
• Maintain printers and assist with relocation of staff and equipment moves.
• Assist users with video teleconferencing services.
• Assist with the use of computer hardware and software, including printing, installation, word processing, email, and operating systems.

Qualifications

4+ years experience in a help desk or technical support role. Bachelor’s degree in a related field. Additional years of work experience may be substituted for degree requirements. Must hold one of the following certifications: Security+, A+, Network+, IT Fundamentals (ITF+), Microsoft 365 Certified, or equivalent industry certification. Hands-on experience with MS Windows desktop operating system. Knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system, such as ServiceNow, Remedy, or similar tool. Must have outstanding customer service and communication skills and be able to interact professionally within all levels of an organization. Must be able to prioritize and manage multiple work activities. Able to demonstrate teamwork and collaboration in a professional setting. Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise. Must be a US citizen and hold a current Secret clearance.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

Additional Information

All your information will be kept confidential according to EEO guidelines.