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Mobile Support Technician

2 months ago

Washington, Washington, D.C., United States Marathon TS Full time
Position Summary
Marathon TS is seeking a Mobility Helpdesk Technician to assist the Mobility Program Office (MPO) for our Federal Government Client. The successful candidate will deliver user support through various channels including walk-in assistance, ticketing systems, phone, instant messaging, and email communications.

Key Responsibilities Address IT requests, troubleshoot software issues, and create instructional materials to guide users through the agency's intranet systems. Promptly respond to support tickets and user inquiries. Maintain and update the team’s Frequently Asked Questions resource. Provide walk-up helpdesk support for mobile device hardware and software troubleshooting. Conduct training sessions for users assigned to Remote-Use laptops. Assist the Mobility Program Office in configuring laptops, which includes: baseline software setup, requesting, generating, and updating software configuration certificates, and issuing new laptops. Implement technical software configuration modifications for end users. Contribute to the documentation of MPO technical processes. Support MPO with hardware surplus management. Manage the MPO database to meet program needs. Oversee internal documentation related to property and security protocols. Qualifications Must possess a Top Secret Clearance; CI Polygraph will be required post-hire. Minimum of one year of experience in supporting mobility users. Preferred Skills and Qualifications CompTIA A+ Certification.