Desktop Support Specialist

3 weeks ago

Washington, Washington, D.C., United States Peraton Full time
Job Summary

The Desktop Support Specialist will be a member of the Department of State (DOS) Bureau of Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

Key Responsibilities
  • Resolve customer hardware, O/S, software, and connectivity issues.
  • Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and reduce Mean Time-to-Repair for increased customer productivity.
  • Reimage PCs/laptops when needed.
  • Perform periodic PC refreshes and Windows updates.
  • Recover desktop images from malware and ransomware.
  • Recover PCs/laptops from hard drive crashes.
  • Perform monthly patch management of customer IT environment.
  • Perform device Installs, Moves, Adds, Changes and Deletions on customer devices through proper Change Control and backups.
  • Maintain inventories of hardware and software licenses in conjunction with the Asset Management Team.
  • Analyze, troubleshoot, and diagnose computer hardware, O/S, software, and network issues onsite at customer locations.
  • Review customers' feedback about their experience with the Desktop Support team.
  • Prepare daily reports that summarize achievements and upcoming goals for yourself and the team.
Requirements
  • U.S. citizenship and an active SECRET Government Security Clearance.
  • At least 2 years' experience in IT-related work supporting end-user computing devices.
  • Experience working with different operating systems, including Windows and Mac OS.
Preferred Qualifications
  • Comp TIA, A+ Certification.
  • MCSE Certification.
  • ITIL v3 Certification.
  • HDI-CSR Certification.
  • Experience using Remedy or ServiceNow as a CRM.
  • Experience providing desktop support to a federal government agency; experience in the Department of State IT environment is highly desirable.
Education and Experience
  • High school diploma (or equivalent) and 9 years of experience; Associate degree and 7 years of experience; Bachelor's degree and 5 years of experience; Master's degree and 3 years of experience.
About Peraton

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.

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