Deskside Support Technician

1 day ago

Washington DC United States Brooksource Full time

Deskside Support Technician

Washington, DC

Public Trust


The Deskside Support Technician is responsible for providing consulting, oversight and integration support of existing hardware, software, network configurations and new system initiatives directly to end-users at customer sites.


This position is 75% on site, and 100% on site during surge periods. Additionally, this position entails travel up to 50% of the time where an extended stay of up to 45 days or more may occur to support remote trials. Remote trials are trials conducted by the Antitrust (ATR) division in various locations across the U.S. This candidate will work behind the scenes establishing, operating, maintaining, and sustaining IT gear and equipment. Work is normally in hotels or other large venues.


Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 10+ weeks.


Requirements:

  • Must be able to travel, up to 50% travel
  • Must be able to participate in the on-call after hours support rotation.
  • High School Diploma and 4 years relevant experience (Bachelor’s degree preferred)
  • Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information, prior to start date
  • US Citizenship
  • Ability to obtain and maintain a public trust security clearance


Primary Responsibilities Include:

  • Deskside support for any user where a ticket has been dispatched from the Service Desk.
  • Stage devices (phones and computers) in preparation for deploying them to the users. Staging will include: Install OS, Rename computer, Join Domain, Install software as per onboarding form.
  • Break/Fix support for end-user Desktop computer devices (Laptops, Desktops, Printers, VTC/AV, Etc).
  • Deployment and retrieval of new end-user devices to end users, including a brief tutorial to familiarize the user with the device.
  • Install specialty software which is not packaged in SCCM (software installed in small quantities).
  • Removal of devices from the network as directed by Security Operations Center.
  • Order parts to repair hardware, with approval from leadership and the customer. Coordinate with the 3rd party vendor provider to repairs, and works closely with Asset Management.
  • Assess issues and diagnose problems with printers.
  • Provide setup and technical A/V support in conferences rooms.
  • Provide setup and technical Video Teleconferences (VTC) support including monitoring high-profile user conferences.
  • Ad hoc support to videotape conferences and setup for video streaming.
  • Compile recorded conferences and provide to the customer.
  • PIN PIV Resets utilizing security solutions.
  • Install printer toner.
  • Travel to support high profile remote trials as a Deskside support technician.
  • Submit timely expense reports after the travel support is completed, 1 week requirement.
  • Ability to be productive in a fast-past and demanding environment.
  • Works independently with frequent collaboration as a team member.
  • Monitors the ServiceNow ticketing system queue and resolves end-user Incident and Request tickets quickly.
  • Builds effective customer relationships.
  • Provides weekly reports with roadblocks, challenges, and accomplishments.
  • Accurately maintain travel and logistical records.

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