- Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyzing, troubleshooting, designing, and implementing fixes.
- Performing remote desktop triage and system repair using remote tools.
- Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Supporting all facets of installations, which includes the physical placement of which includes the physical placement of desktop IT equipment to include printers, CAT5 and fiber optic cable, rack mounted network equipment, switches, workstations, and communications equipment as required.
- Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.
- Member of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m. Occasional late coverage until 8:00 p.m. when required.
- Bachelor’s Degree and 4+ years of experiences, or a combination of education and work experience equivalent to 8+ years. Minimum 4 years’ experience required supporting customer IT installations.
- Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.
- Knowledge of Windows Active Directory, multiple desktop programs, configuration and debugging techniques.
- Experience providing technical support for Windows 10, Microsoft Office 2016 or later, multiple internet browsers, and standard business applications used within a business environment.
- Familiarity with TCP/IP, general networking issues, virus scanning services (desktop, stand-alone and laptop computing services), servers, printers, peripheral devices, installing endpoints including but not limited to desktop IT equipment, printers, VOIP and digital phones, network switches.
- Related work experience in a technical help desk position, refreshing of IT equipment, providing deskside IT support and installation of IT hardware, networks, VoIP phones, and/or audio/video equipment.
- Component Mission Administrator (CMA) Certification.
- Special non-commercial systems administrator experience (access management/file transfer).
- Strong communication skills due to variety of groups to be working with, such as co-workers, management, and customers; must be able to exchange accurate information.
- Ability to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the job.
- Must have a current/active TS/SCI with Polygraph.
- Must be able to remain in a stationary position at least 50% of the time. Constantly operate a computer, phone, and other office equipment for extended periods of time.
- Must be able to move/traverse within and between buildings and offices, position self to maintain equipment and cabling, including under the desks, while moving floor tiles, and in server closets, some of which may be confined spaces.
- Must be able to move Audio/Visual or Computer equipment weighing 50+ pounds, some equipment may require team-lift or the use of carts. Ascends/descends a ladder, 10+ feet high while pulling cables and adjusting equipment.
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