Desktop Technician

Provides Tier 2 desktop support services via telephone, deskside, chat, or remote contact. Services supported include hardware, operating systems (Windows and MacOS), storage devices, email, standard end user applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Provisions and de-provisions equipment and accounts in support of user on- and off-boarding. Supports system refresh, images new computers using a standard-image, and securely wipes hard drives upon deprovisioning. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Experience troubleshooting and resolving core services (file, email, print, web, portal and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Additional responsibilities include, but are not limited to:

· Projects may include participation in forming or reviewing desktop/network plans, strategies, and analysis.

· Participates in and may lead efforts to evaluate, test and introduce new technology and approaches.

· Plans and executes tasks in conjunction with other system managers and Government staff.

· Reviews, maintains, and enforces approved procedures and quality standards.

· May be required to provide short term/temporary on-site support to other nearby offices.

Required Skills

Required Experience

· Requires a high school diploma/GED and a minimum of five years of IT experience, of which at least three years must be specialized in Desktop Support.

· Specialized experience includes imaging of new systems, system deployment and refresh, and Tier 2 support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (e.g., Windows 10/11), Microsoft Office Suite, O365, Teams, Active Directory, standard business software applications, smart phones, and other standard end user managed tools and peripherals.

· Must be able to demonstrate experience with the installation, configuration, and use of a wide range of COTS desktop and network software, and COTS desktop hardware.

· ITSM ticketing system experience required, ServiceNow experience is preferred.

· Mac support experience is a plus.

· Must have a positive and patient customer service attitude.

· Demonstrated ability to effectively communicate orally and in writing.

· Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

· A+ and MCP/MTA or MMDA certifications are required. ACSP certification is a plus.

· Must be able to obtain agency suitability clearance.