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IT Support Technician

2 months ago

Austin, Texas, United States ATR Profile Full time

Position:
Computer Support Specialist

Location:
Austin, TX

Citizenship/Clearance Requirement:
US Citizen with an active Secret Clearance required. This position supports a government contract.

The Computer Support Specialist evaluates and resolves computer support issues, utilizing expertise in software and hardware products to assist users effectively.

This role involves providing support to individuals and organizations in the use of computer systems and equipment. Responsibilities include diagnosing issues and guiding users through solutions. The specialist will set up, image, or repair computer hardware and related devices. Additionally, training users on new hardware or software, including installation, printing, word processing, and email functionalities is essential. The role requires responding to requests for assistance via phone, web, fax, and email, employing remote tools and an automated ticketing system. Site visits may be necessary to provide hands-on support. Account management is also a key responsibility.

Key Responsibilities:
(Not listed in order of importance; other duties may be assigned)

  • Deploy standard office automation desktop software as approved for use.
  • Provide on-site support for desktop, software, and peripheral devices for various customers; prioritize support for command staff and report significant issues to management.
  • Resolve desktop issues using remote control; manage user accounts and assist with security updates.
  • Install, configure, troubleshoot, and repair desktops, handheld devices, and printers.
  • Identify and address network issues impacting users, collaborating with higher-level administrators for resolution.
  • Troubleshoot WiFi and broadband connectivity issues.
  • Utilize monitoring tools to proactively respond to support needs.
  • Submit daily reports and escalate unresolved issues as necessary.
  • Manage helpdesk calls and utilize tracking systems for work orders.
  • Configure and troubleshoot MS Windows-based systems and associated peripherals.
  • Provide support for MS Office applications, with a focus on Outlook and related tools.
  • Assist with various applications and services as needed.
  • Utilize Active Directory for user management and remote desktop connections.
  • Support users during events with collaborative tools.

Qualifications:
To perform this role successfully, candidates must meet the following requirements:

Education and Experience:

  • High school diploma or GED.
  • Minimum of 3 years of experience in PC maintenance.
  • IT I level certification and IAT II certifications are required.
  • MS Desktop Support Technician certification is preferred.
  • Active Secret Clearance is mandatory.

Knowledge:

  • Strong understanding of information security principles and practices.
  • Extensive knowledge of software applications.
  • Proficient in PC software, operating systems, and MS Office applications.
  • General knowledge of Windows technology and networking.

Skills:

  • Ability to prioritize tasks and meet deadlines.
  • Capable of simplifying complex information.
  • Strong critical thinking and problem-solving abilities.
  • Self-motivated with minimal supervision required.
  • Proactive in preventing issues.
  • Excellent verbal and written communication skills.

Physical Requirements: The role may involve prolonged periods of sitting or standing, typing, and reading from a computer screen. Candidates should have sufficient mobility to perform daily tasks efficiently, including lifting up to thirty (30) pounds as necessary.



Security Clearance:
This position requires an active DoD Secret security clearance.

Job Type:
Full-time