Desktop Support

Job Description

Top Skills Details:

• 1-2 years of Desktop Support experience in a Windows 7 or 10 environment – troubleshooting common workstation issues, remote support, etc.; can answer back IT troubleshooting questions.
• Secret Clearance and Security+ CE certification.
• Proven customer service record with strong communication skills.

Description:

Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software. Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides troubleshooting and support.

Participates in the administration of e-mail systems. Provides phone and help-desk support for local and off-site users. Provides guidance and work leadership to less-experienced technicians. Maintains current knowledge of relevant technologies as assigned. Participates in special projects as required.

• Image, test, and install PCs and accessories for issuance to end users.
• Troubleshoot laptop, desktop, and peripheral hardware/software issues and failures.
• Perform PC part replacements to include RAM, HDD, M.2, PCIe cards, and other components as needed.
• Complete full data recovery tasks from PCs in non-bootable status.
• Perform remote desktop support as needed.
• Document device OEM info and agency tracking info; update notes and resolve assigned tickets.
• Work with 3rd party support vendors for warranty repairs.
• Dispose of data storage devices in compliance with agency policy.
• Perform all PC Life Cycle replacement tasks (identification, scheduling, data/application migration, inventory, decommissioning).

Experience Level: Entry Level