Key Tasks and Responsibilities

• Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support.

• Troubleshoot, resolve and provide solutions to end-user problems involving laptops, tablets, smartphones and standard software/applications.

• Analyze software and business applications; troubleshoot issues.

• Respond to issues and requests remotely, over the phone, via email or in-person.

• Follow up with customers ensuring their issues and requests are resolved.

• Ability to work cooperatively and independently to research and document issues and solutions.

• Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.

• Walk customer through problem-solving process.

• Image information systems using the government-provided operating system image.

• Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.

• Assist with support for video / audio conferencing systems including Zoom and Teams. Investigate faults and recommend further actions to rectify.

• Facilitate mapping and troubleshooting user access to shared network resources.

• Support mobile device requests, issuance, accountability, troubleshooting, and retrieval.

• Install, configure, and troubleshoot common Network Protocols, to include, but not be limited to, TCP/IP and wireless protocols.

• Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.

• Government-provided tools include, but are not limited to, the following:

• Jira and ServiceNow for ticket submission, tracking, and routing

• Microsoft SharePoint as a knowledge management repository for SOP’s.

• Assist in the professional and technical development of the team.

• Initiate and engage 3rd party vendors to resolve issues when necessary.

• Participate in after-hours support rotation.

• Other service desk duties as assigned.

Education & Experience

• Bachelor’s Degree desired. High School diploma required

• 7-10 years of IT operations experience. Relevant experience and/or certifications may be substituted for degree requirements.

• Advanced level of experience with Active Directory, Windows Server and Workstation operating systems (Windows 10/11, Server 2019)

• Experience with Microsoft Configuration Manager Console (SCCM) and client deployments (MS Intune a plus)

• Experience supporting an Office 365 environment, including Teams

• Experience supporting an iPhone environment with MDM solutions

• Experience supporting a VMware Horizon VDI environment

• Knowledge of remote desktop connectivity (i.e. BeyondTrust Remote Assistance, Microsoft RDP, VPN)

• Must possess a motivated and team player work ethic

• Excellent communication, writing, and interpersonal skills

Certifications

• IT Certifications a PLUS (A+, Security+, ITIL)

Security Clearance

• Agency Specific
• Must be a U.S. Citizen

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• N/A

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