DOC - SA1 A4 SC1 : Service Desk
1 month ago
Remote work is an option but is not a guarantee. After 6 months of on-the-job training, the manager will make the final decision of whether to allow this, based on job performance and understanding of the role.
Description of Duties
• Able to coordinate, communicate, document, track progress and status on initiatives.
• Familiarization with project management concepts
• Responds to management’s special requests for asset information.
• Maintains, tracks, and prepares Chain of Custody documentation for all end-of-life equipment returned for surplus.
• Prepares surplus equipment for proper disposal in accordance with DGS / PSDC requirements.
• Recommends and coordinates IT asset replacements, upgrades, and enhancements schedules.
• Develops, documents, and initiates processes that involve IT asset installations, relocations, and changes.
• Provides technical guidance on IT assets for procurement documents and agency requisitions preparation.
• Responds to Service Desk tickets requiring Level 2 asset management attention.
• Provides technical services to analyze, recommend, and implement proposed new phases of the ServiceNow Asset Management module.
• Processes ServiceNow updates and reconciliations identified through physical inventory reports returned from the field.
• Provide level 2 troubleshooting and technical problem resolution related to PC hardware, software and peripherals. Utilizes ServiceNow to identify, track and resolve issues.
• Utilizes Microsoft Systems Center Configuration Manager to run available hardware and software reports.
• Create documentation for technical staff and end user.
• Utilizes Microsoft Systems Center Configuration Manager to image laptop and desktop hardware.
• Familiar with video conferencing platforms, conference room VC setups, troubleshooting.
• Familiar VMware Virtual Desktop Infrastructure
• Utilizes AirWatch WorkspaceOne to perform administrative tasks, such as reporting and compliance for Windows modern managed devices.
RequirementsSkill
Required / Desired
Amount
of Experience
Maintain, track, and prepare Chain of Custody documentation for all end-of-life equipment returned for surplus
Required
Prepare surplus equipment for proper disposal in accordance with DGS / PSDC requirements
Required
Develop, document, and initiate processes that involve IT asset installations, relocations, and changes
Required
Provide technical guidance on IT assets for procurement documents and agency requisitions preparation
Required
Respond to Service Desk tickets requiring Level 2 asset management attention
Required
Experience with ServiceNow
Required
Provide Level 2 troubleshooting and technical problem resolution related to PC hardware, software and peripherals
Required
Utilize Microsoft Systems Center Configuration Manager (SCCM) to run available hardware and software reports
Required
Create documentation for technical staff and end user
Required
Familiar with video conferencing platforms, conference room VC setups, troubleshooting
Required
Familiar VMware Virtual Desktop Infrastructure
Required
Workspace ONE UEM (fka AirWatch WorkspaceOne) to perform administrative tasks, such as reporting and compliance for Windows modern managed devices
Required
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