Job Summary:
The Service Desk Technician is responsible for providing Level 1 and 2 maintenance and support for computers and peripheral devices, delivering assistance over the phone, on-site, and through remote support. Key duties include managing helpdesk tickets via ServiceNow, imaging, deploying, and troubleshooting Windows 11, and supporting MS Teams/Office 365 across various devices such as laptops, desktops, and MS Surface Pros. The role also involves support for third-party applications, including Adobe Creative Suite and MS Azure, and maintenance across multiple secure government networks. Additional responsibilities include moving and setting up equipment, coordinating event setup, and providing technical support for IT technologies. Primary Responsibilities:
• Technical Support: Provide support for hardware and software across multiple users in a Windows 11/Office 365 environment.
• Device Management: Install, troubleshoot, repair, and maintain laptops, desktops, MS Surface Pros, printers, and multi-function devices (MFDs).
• Imaging and Deployment: Image, re-image, and deploy devices as needed.
• Ticket Management: Create, update, and close tickets using the ITSM (ServiceNow) system.
• VIP and Event Support: Offer direct support to VIPs, seminar rooms, and briefing rooms, and manage IT for conferences and meetings.
• Network Support: Provide support across multiple network domains, including commercial networks.
• On Call Support: Rotational on call support will be required for mission critical services. Additional Responsibilities:
• Application Troubleshooting: Troubleshoot third-party software applications within secure government networks.
• Hardware Management: Provide warranty and hardware information as necessary and assist in the secure disposal and sanitization of old equipment.
• Device Imaging: Image and support devices using MS Azure for commercial networks.
• Other Duties: Perform additional tasks as assigned. Qualifications:
• Experience: 1-2 years of experience with Tier 1 PC and peripheral installation, upgrades, and maintenance.
• Education: High school diploma and completion of a computer technician course covering installation and repair.
• Certifications: A+ or NET+ required; CompTIA Security+ is desirable.
• Clearance: Active Secret Security Clearance or higher is required. Skills and Abilities:
• Technical Skills: Proficiency in MS Azure and remote access tools, with the ability to troubleshoot issues independently.
• Communication: Strong interpersonal skills, able to communicate effectively with diverse customers, including foreign nationals and high-ranking military personnel.
• Problem-Solving: Ability to handle common issues using written, oral, or diagram instructions, and to make decisions under time constraints.
Date Posted: 16 April 2025