Desktop Support

JOB TITLE: DESKTOP SUPPORT TECH
JOB LOCATION: WASHINGTON, DC
WAGE RANGE*: 38.00-40.00 PER HOUR
JOB NUMBER: SAIJP00038611

REQUIRED EXPERIENCE:
High School diploma with 5+ years of prior relevant experience
Customer service-focused attitude
Current Public Trust clearance
Ability to maintain a Public Trust clearance
Past experience providing IT (Tier II) support in a Windows office environment
Excellent written and verbal communication skills
Use of an ITSM ticketing system

JOB DESCRIPTION

Deskside support for any user where a ticket has been dispatched from the Service Desk or identified by the on-site user base
Break/Fix support for government provided end-user computer devices, such as replacing hard drives or batteries which fail
Installation of specialty software which is not already packaged in SCCM
Removal of devices from the network as directed by Security
Assess issues and diagnose problems with printers
Install printer toner

Client prides itself in providing high-quality customer support. A key part of the deskside support staff's job is interfacing with customers and leaving the customer with his or her problem resolved, in a very timely manner. As such, the ability to prioritize work based on ticket and customer priority, the ability to communicate clearly and effectively, and the ability to work across multiple building in Washington without direct supervision are all critical to the success of the individuals selected for these positions. Some members of the deskside support staff will also provide technical support to the senior management offices and senior leadership offices within the Department of Justice. Due to the critical importance of the work done in these offices, timely and professional response to all incidents and service requests must be achieved. This "white glove" service may sometimes require after-hours support to be provided.

If this sounds like the kind of environment where you can thrive, keep reading!

All work for the team will be tracked in a ticketing system. The ticketing system will be utilized to track performance with negotiated service level agreements and to measure the effectiveness of the staff. Staff members are responsible for keeping tickets up to date at all times. The technology in use at the Department includes Windows 10 laptops and desktops, Microsoft Office tools, email using Microsoft Exchange and Outlook, and other typical tools. Experience working on and resolving issues with this type of office IT environment, is a must!

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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