Desktop Support Technician

Key Responsibilities:

• Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints.
• This support effort kicks off in conjunction with Canary Testing.
• Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support.
• Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days.
• Remote support will be provided where feasible for customers outside the three regional kiosk locations.
• Provide support during core business hours (e.g., 0800 1600 local site time, Monday Friday) at Eastern Region: 2400 Lake Park Dr, Suite 300, Smyrna, GA 30080.
• Support escalated Tier I issues that cannot be resolved remotely or require physical intervention.
• Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals.
• Offer remote Tier II Desk Side support for customers outside the regions of the three on-site kiosk locations.
• Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues.
• Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency.
• Ensure that services are aligned with compliance and security standards for endpoint devices.
• Create and update technical documentation, including incident reports and troubleshooting guides.

Qualifications:

• High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience.
• Active Top Secret clearance required
• Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues.
• Experience with Active Directory for account management and troubleshooting.
• Familiarity with remote desktop tools and remote troubleshooting techniques.
• Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices.
• Knowledge of endpoint security tools and their deployment.
• Strong communication and interpersonal skills, with a customer-focused approach.

Technical Skills:

• Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.
• Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.
• Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.
• Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.
• Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.
• Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.
• Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.
• Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.
• Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.

Preferred Skills:

• Experience providing IT support in government or highly regulated environments.
• Industry certifications such as CompTIA Security+, Network+, or A+.
• Familiarity with Global Service Desk operations and best practices.

Work Environment:

• On-site presence is required at the designated locations during core business hours.
• Some remote work may be required for supporting customers outside the kiosk locations.
• The position involves physical intervention and may require lifting equipment up to 50 lbs.

This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel.