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Provides Tier 2 desktop support (telephone, deskside, remote) to users in the areas of authorized HW, PC operating systems (Microsoft Windows and MacOS), email, standard desktop applications, printers, smart phones and other standard end user managed tools, HW, and peripherals. Images new computers using a standard-image as well as securely wiping hard drives. Provisioning and de-provisioning equipment and accounts in support of during end user on- and off- boarding. Documents, tracks, resolves, and reports on incidents and requests using ServiceNow. Has basic and relevant technical skills and understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting and resolving core services (file, e-mail, print, web, portal and transport). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Required Skills

  • Requires a high school diploma and a minimum of two years of experience, of which at least one year 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, MacOS), Microsoft Office Suite (O365), standard business software applications, smart phones, and other standard end user managed tools and peripherals.
  • Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
  • ServiceNow experience is a plus.
  • Demonstrated ability to communicate orally and in writing.
  • Must have a positive and patient customer service attitude.
  • Must be able to work independently and within a team.
  • Must be able to attain agency suitability clearance prior to start date.
  • Experience supporting a nationwide mid to large Federal agency enterprise is a plus.
  • Mac support experience is a plus.

Required Experience

Qualifications:

  • Requires a high school diploma and a minimum of two years of experience, of which at least one year 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, MacOS), Microsoft Office Suite (O365), standard business software applications, smart phones, and other standard end user managed tools and peripherals.
  • Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
  • ServiceNow experience is a plus.
  • Demonstrated ability to communicate orally and in writing.
  • Must have a positive and patient customer service attitude.
  • Must be able to work independently and within a team.
  • Must be able to attain agency suitability clearance prior to start date.
  • Experience supporting a nationwide mid to large Federal agency enterprise is a plus.
  • Mac support experience is a plus.