CLOSED - 2259 - Desktop Support/Hardware Technician
Washington, District Of Columbia
Secret
GENERAL DUTIES:
- Resolves customer hardware, O/S, software, and connectivity issues.
- Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and reduce Mean Time To Repair for increased customer productivity.
- Reimages PCs/laptops when staff leave the government.
- Performs periodic PC refreshes or windows updates.
- Recovers desktop images from malware and ransomware.
- Recovers PCs/laptops from hard drive crashes.
- Monthly patch management of customer IT environment.
- Performs device Installs, Moves, Adds, Changes and Deletions on customer devices through proper Change Control and backups.
- Organizes and files documentation pertaining to warranties and instructional guides for computer hardware.
- Maintains inventories in conjunction with the Asset Management Team on hardware and software licenses.
- Please note this position has 1 shifts
REQUIRED QUALIFICATIONS:
- BS degree and 5-7 years experience or a MS degree and 3-5 years experience or high school diploma and nine years experience.
- Minimum 2-3 years of proven experience supporting government desktops
- Extensive experience working with different operating systems including Windows and Mac OS.
DESIRED QUALIFICATIONS:
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.
- Ability to prioritize and manage several milestones and projects efficiently.
- Professional written and interpersonal skills are essential when communicating with customers and clients.
- Primary schedule is day shift, however, must have schedule flexibility to work any schedule within 24/7, including occasional weekends to support critical missions, as needed
- Must have excellent in person/face to face client centric customer service skills
- Comp TIA, A+ Certification
- MCSE Certification
- Experience using ServiceNow as a CRM a plus
- ITIL v3 or v4 Certification
CLEARANCE:
