Deskside Support Technician; Secret Or TS Clearance Required

Deskside Support Technician

Arlington, VA

Current Secret or Top Secret Clearance

As a Deskside Support Technician (Tier
2), you will act as a model of customer service excellence to all organizational staff members in supporting the DISA J6 (formerly Joint Service Provider (JSP)) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs.

The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.

• MS Outlook, Active Directory, Bit Locker support
• Documents Incident with detailed break-fix steps and resolution in Remedy/Service Now ticket tracking system.
• Provides advanced Customer Service and Support.
• Communicates with high profile customers in a professional and courteous manner.
• Performs installs, upgrades, and configures customer-specific hardware and software.
• Accepts warm transfers from other technicians to continue remote support.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provides remote and on-site troubleshooting for hardware and software support.
• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
• Upgrades software components as required.
• Provides customers with network technical support.
• Instructs customers and support staff in use of equipment and software.
• Possesses the ability to complete multiple simultaneous projects in a timely manner.
• Interfaces with infrastructure, Network Operations, database, and development personnel.

• Clearance Required:
  
  US Department of Defense (DOD) issued secret clearance or higher
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 50 pounds

• Required Experience:
  
  4 - 7 years of professional experience supporting PC hardware and software systems.
• Required
  
  Education:
  
  High School or GED, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
• 8570 Level II Certification, Sec

ITILv4 Foundation minimum certification preferred.

This is a Contract to Hire position based out of Arlington, VA.

The pay range for this position is $31.25 - $40.87/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite…