Job Description Summary  

Provide technical support to Users on the Service Desk    

Responsibilities:   

• Supports end users by resolving hardware and software problems, installations of applications, and deployment of new technology, working within a service desk ticket system maintaining service level agreements. Essential Duties and Responsibilities   

• Performs client setup at desktop level – installing, upgrading, implementing and configuring operating systems, applications, software, and hardware.  

• Troubleshoots problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections where required.   

• Escalate complex software, hardware, or network/workstation calls to the appropriate staff.  

• Supports remote computing and telecommuting clients  

• Document resolution using the service desk ticketing system.  

• Works with vendors to request service regarding software and hardware failures under maintenance.  

• Evaluate software and hardware for functionality and ease of use for integration into our environment.  

• Liaises with other departments, partners and vendors.  

• Exercises responsibility for the integrity, security, and maintenance of the systems.  

• Provide cross-training to other staff members.  

• Experience supporting a network/platform of multiple client systems (Windows, Linux, Thin-Clients)  

• Experience supporting client-issues with Multi-Factor Authentication (MFA) Platforms and Federation Services (NetIQ, ADFS, Duo, SAML, etc.)  

• Experience supporting Windows Server technologies (2016, 2019 and 2022 preferred), Active Directory, DFS, DNS, DHCP, and Group Policy management.  

• Endpoint management/reporting using Enterprise Antivirus Management server technologies (TrendMicro, Symantec Enterprise Protection Manager, etc.)  

• Provide support on Microsoft Active Directory and Microsoft Office O365.  

• Experience supporting a variety of conference room and A/V equipment.  

• Inventory Management  

• Collaborate with higher level Technical Support members and other IT teams to resolve end user issues.  

Qualifications:    

• Extensive experience with hardware/software platforms to include MS Windows 11  

• Extensive experience in Microsoft Suite Office 365  

• Must have extensive experience with Active Directory and user Excellent customer service skills.  

• Knowledge of Microsoft Teams.  

• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)  

• Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement KPI.  

• Ability to create, document, and follow processes and procedures.  

• Able to understand the core of the client’s issues and solve them expeditiously.  

• Able to identify trends in helpdesk calls to identify core problems and client trends.  

• Ability to work independently and as part of a team.  

• May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.   

• Must be willing to work a flexible schedule and overtime  

• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.  

• Will occasionally have to move items over 50 pounds with assistance.  

• Must have visual color acuity  

• Must be able to sit and operate a personal computer for long periods.  

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions 

Preferred Skills: 

• Experience in user application and operating system support  

• A+ certification  

Security Responsibilities:  

• Must comply with all company security and data protection / usage policies and procedures.  Personally responsible for proper spaning and handling of all information and materials, in any form. Shall not divulge any information, or afford access, to other employees not having a need-to-know. Shall not divulge information outside company without management approval.  All government and proprietary information will be accessed and stored electronically on company provided resources.   

•  Incumbent must be eligible for DoD Personal Security Clearance  

Work Environment: 

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  

Physical Demands: 

The physical demands described here 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.  

• Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.  

• Will occasionally have to move items over 50 pounds with assistance.  

• Must have visual color acuity  

• Must be able to sit and operate a personal computer for long periods.