Help Desk Technician

Job Description

Our Government Services client (the prime) is seeking a Hybrid Help Desk Technician to support them and their government customer (NMRC) in Silver Spring, MD (3 days onsite, 2 days remote)

Essential Functions, Responsibilities & Duties may include, but are not limited to:

Tier I and Tier II (occasional Tier III) Help Desk support during normal business hours Monday - Fridays, excluding holidays.

Support Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.

Utilization of ticketing system.

Provide End User Development (EUD) support service and incident resolution remotely and through touch labor services to ensure that the end user operation environment is functional.

Installing and connecting desktop and laptops, and other peripherals to the network, wiping and rebuilding infected desktops, software installation, and assisting users with services and products.

Repair desktops/laptops, printers, scanners, and other approved peripherals.

Identify repair part(s) and provide a suggested source to the MID management team for their purchase.

Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.

Backup data before working on any equipment and make every effort to maintain the user's data without loss during repair of equipment.

Provide network printer/Multifunction Device (MFD) support.

Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.