Tier 1 & 2 Desktop

Job Title : Technical Service Support Tiers 1 & 2

Location: Washington, DC

Duration: 6 Months

Fully Onsite Role

A federal government agency needs Technical Service Support contractors for end-user support.

Responsibilities:

·         Troubleshoot software/hardware

·         Order, configure, and install mobile devices and apps

·         Support peripherals (printers, headphones, USB cameras)

·         Image computers/laptops

·         Disconnect/reconnect computers/laptops

Required Skills & Experience:

·         Configure and troubleshoot COTS Software on PCs, Macs, mobile devices (smartphones, tablets), printers, and multifunction devices.

·         Intermediate to advanced knowledge of Windows, macOS, iOS, and Android.

·         Intermediate foundational knowledge of physical, network, and application layers, including TCP/IP.

·         Excellent customer service and communication skills (written and verbal).

·         Ability to interact with executive-level customers and management.

·         Ability to work in a fast-paced environment and meet deadlines.

·         Strong business/systems analysis experience for problem resolution and requirements gathering.

·         1+ year experience with macOS.

·         1+ year experience supporting clients with remote access software (e.g., Cisco AnyConnect).

·         1+ year experience supporting remote connectivity (VPN); Remote SecurID console experience preferred.

·         3+ years Active Directory User & Account Administration.

·         3+ years experience in an IT Call Center.

·         3+ years experience with Microsoft Windows 10 and Office 365 applications.

·         3+ years experience supporting Mobile operating systems (iOS, Android).

·         Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred.

·         3+ years experience supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online.

·         5+ years experience using BMC Remedy (Incident, Change, or Knowledge Management).

·         1+ year experience supporting virtual conferencing solutions (MS Teams, WebEx, Zoom experience preferred).

·         Self-motivated (supervised or unsupervised).

Preferred Certifications/Education (but not mandatory):

·         Related IT certifications

·         Related College degree

·         ITIL qualification

·         MCP Office 365 Certification

Deskside Support Technician Requirements (in addition to the above):

·         5+ years advanced knowledge of Windows, macOS, iOS, Android.

·         5+ years Active Directory User & Account Administration.

·         5+ years experience with Microsoft Windows and Office 365 applications.

·         3+ years experience supporting remote access software.

·         3+ years experience supporting remote connectivity (VPN).

·         Ability to lift up to 50 pounds.

·         CompTIA Certification preferred but not mandatory.

Job Description:

Tier 1 Call Center Support Desk Deployment:

·         Provide technology service desk support to Agency offices (on-campus and nationwide).

·         Assist with software installation and use (messaging clients, word processors, web browsers, anti-virus, Agency-developed applications, remote access like RSA SecurID, VPN).

·         Maintain high customer service and quality standards.

·         Provide front-line phone, Live Chat, and Remote Desktop support; on-site visits may be required.

·         Provide mobile device support (Android, iOS).

·         Assist with user documentation/installation procedures.

·         Provide technical assistance (system info, configuration, problem resolution).

·         Post "Alert" Notifications (voicemail, Agency WEB Page, Usenet News Groups, email).

·         Maintain knowledge base for Agency Supported Software, hardware, and communication products.

·         Learn and maintain knowledge of all Agency support software, Cloud-based software, and Agency Policies.

·         Participate in Agency projects and initiatives.

·         Serve as an advanced technical resource and solution-provider for Technology Partners.

·         Collaborate with other Agency groups and vendors to resolve issues.

·         Confer with senior engineering staff for complex problems.

·         Perform other assigned duties.

Tier 2 OnSite Deskside Deployment (in addition to above):

·         Professionally interact with executive-level customers and management for emergency technical problems.

·         Provide mobile device support, hardware/software installation, and configuration.

·         Support Agency offices with supported software installation and use.

·         Assist with user documentation/installation procedures.

·         Maintain knowledge base of common end-user software, hardware, and accessories (e.g., USB cameras for Teams/Skype).

·         Provide consulting support to Agency offices.

·         Serve as an advanced technical resource.

·         Migrate user data.

·         Create and image computers/laptops.

·         Configure workstations (profiles, printers, dual monitors).

·         Perform other assigned duties.