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Technical Support Specialist

2 months ago

Tampa, Florida, United States SD3IT Full time

Company Overview

SD3IT is a premier technology solutions provider dedicated to assisting the United States Federal, State, and Local Governments. As an EDWOSB, WOSB, and ISO certified entity, SD3IT excels in IT Transition, Market Research, Advanced Threat Analysis, Cloud Services, Cybersecurity, and Environmental Footprint solutions.

Position Overview

SD3IT, LLC is seeking a Desktop Support Technician to join our team. This vital position entails delivering on-site operational and maintenance support for a diverse array of client computing devices, which includes personal computers, thin/zero clients, laptops, Portable Electronic Devices (PEDs), and associated peripherals. The Technician will also be responsible for end-user IT system and software upkeep, managing Automated Data Processing Equipment (ADPE) accountability, and assisting with the lifecycle management of equipment.

Key Responsibilities


• Deliver direct support for client computing devices and peripherals.


• Aid in IT system and software maintenance tasks.


• Oversee and manage ADPE accountability, including new acquisitions, replacements, and upgrades.


• Monitor and process equipment throughout its lifecycle, including disposal through the Defense Reutilization Management Office (DRMO).


• Create procedures to streamline management and testing of desktop configurations.


• Assist users with account management, software distribution, network status, password requests, media validations, and general inquiries via various communication channels.


• Address Level I technical support incidents and change requests.


• Troubleshoot technical issues related to computer hardware, software, devices, and network connectivity.


• Provide remote access support to client PCs and manage network accounts utilizing Active Directory.


• Handle customer requests through the Ticketing system and collaborate with all task areas to enhance customer support and satisfaction.

Qualifications


• Must hold a Secret clearance.


• Experience in Service Desk/Help Desk roles is essential.


• AA Degree with 1 year of relevant experience OR High School Diploma with 2 years of relevant experience.


• Certifications: A+, CND, Network+, or Security+ are required.


• Proficient with personal computers and network operations.


• Familiarity with Service Desk telephone and ticketing management software.


• Technical expertise in Microsoft operating systems and Microsoft Office suite.


• Strong hardware and software troubleshooting capabilities.


• Experience with Active Directory and Microsoft Exchange is required.


• Proven customer relationship skills, including professional telephone etiquette.


• Ability to communicate effectively with users at all technical levels and leadership.


• Experience in a fast-paced, high-level government environment supporting military, government, and contractor personnel is preferred.

Personal Attributes


• Detail-oriented and thorough in task completion.


• Proactive with a strong sense of initiative.


• Excellent verbal and written communication skills.


• Capable of managing multiple tasks simultaneously in a demanding environment.

What We Offer


• Competitive compensation for the position.


• Opportunity to thrive in a dynamic and challenging environment.


• Supportive team and management structure.


• Training and development opportunities relevant to the role.