Desktop Support Technician
Systems Engineering Solutions Corporation, United States
Job Description
Program Description:
As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.
Position Description:
DIGIT is seeking a Desktop Support Technician to support onsite information technology needs for GSA users in the Regional Office Building. This position will work as part of a team to troubleshoot hardware, communicate with GSA site POCs, facilitate fix actions and support request fulfillment.
Responsibilities:
This position shall perform the following (to include but not limited to) activities:
- Performs a variety of clerical and administrative duties pertinent to on site support.
- Responds to trouble tickets to resolve user problems.
- Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
- Monitors team productivity and quality; provides individual feedback.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
Requirements
Education and Experience:
The following are the education and experience required for this position:
- High School Diploma or equivalent
- Minimum 0 - 5 years of work experience.
- At least one (1) year experience with Windows desktop support.
- At least two (2) years experience working knowledge of remote tools.
- Experience supporting industry standard software products.
- Experience as a remote worker demonstrating time management and self discipline.
Required Skills:
The following are REQUIRED for this position:
- Public Trust Clearance (Or ability to obtain)
- ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
- Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments.
- Performs work that requires practical experience and training.
- Work is performed remotely under supervision.
- Contributes to deliverables and performance metrics.
Preferred Skills:
The following are DESIRED for this position:
- Must be willing to work a variety of shifts, including holidays as scheduled.
- Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
- Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory
Physical Requirements:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:
- If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
- Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
- Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
- Viewing computer screens and sitting for long periods of time.
- Travel is not required.
Benefits
SES provides a competitive salary and the following benefits:
- Medical
- Dental<