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Desktop Support Specialist
2 months ago
GovCIO is currently hiring for a Desktop Support Specialist (Senior) to provide support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing and maintaining all desktop equipment, network printers, software applications and mobile devices to ensure optimal performance. Support will be performed in person (on-site users-DC location) and via telephone/remote control (off-site users). This position will be located in Washington D.C., and will be a fully onsite position.
Responsibilities:
Responsibilities
- Ensure proper day-to-day operation of technology applications and equipment by diagnosing, identifying, isolating, analyzing and researching issues to resolve technical issues
- Provide how-to knowledge transfer to users on computer-related issues within customer and contractual boundaries
- Provide quality level II support with a high degree of customer satisfaction, technical knowledge and timeliness either
by resolving the issue or escalating and coordinating efforts of other Information Technology staff - Perform equipment provisions, deprovisions, and moves, as well as other MAC-related tasks within contractual SLAs
- Solve technical issues and/or investigate elevated issues by confirming the validity of the issue and seeking known
solutions to more complex issues; must know when to escalate issues not resolved at this level to management - Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
- Interact with multiple teams and vendors to restore service and/or identify and correct core problems
- Assist in developing and documenting improvements to current processes, creating/updating KAs and SOPs
- Recommend technology and process modifications to reduce user issues
- Possess and apply a comprehensive knowledge across key tasks and high impact assignments
- Help plan and lead major technology projects, initiatives, and assignments
- Function as a technical expert across multiple team assignments
- Provide technology refresh support as needed
- May supervise other staff members
- All other tasks as assigned
Qualifications
- High School 6-9 years (or commensurate experience) in providing in-person desktop support to end users in a corporate environment, troubleshooting and resolving all aspects of computer hardware and software
- Minimum 6 years’ recent experience supporting Windows Operating Systems (must include Windows 11) and Microsoft 365, and using Active Directory in a domain environment
- Clearance Required: Must be able to acquire and maintain Public Trust Suitability
Preferred Skills and Experience
- Dell hardware (laptop, desktop, tablet, 2-in-1), Apple iPhone and ServiceNow experience preferred
- Experience supporting video teleconferencing equipment a plus
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
Posted Salary Range: USD $49,380.00 - USD $66,000.00 /Yr.